Technical Support Specialist III

Technical Support Specialist

We are seeking a detail-oriented and customer-focused Technical Support Specialist to join our support team. The ideal candidate will provide first-level technical assistance to customers, troubleshoot issues, and ensure a high level of customer satisfaction. This role requires excellent communication skills, a good understanding of technical systems, and a passion for problem-solving.

What will you do

Duties and responsibilities

• Provide technical and application support via phone and email in a professional and timely manner
• Understand the reported issue and ensure an accurate resolution is provided to the customers, backed with complete documentation
• Develop skills in analytical thinking and holistic problem solving of technical issues to troubleshoot realtime cases, including the correct use of knowledge-based articles
• Guide customers through step-by-step solutions and escalate unresolved issues to Level 2 support, if necessary
• Works closely with Level 2 Engineers/team to solve complex problems and provide customers with all-inone support and solution experience
• Contributes to SOPs, new procedures and updates as needed
• Adherence to specific day-to-day work instructions case management in Salesforce, reporting, meeting the SLA s and FCR (First Call Resolution) targets specified by the in-line Manager

What are we looking for

Qualifications

A degree in engineering is a must, preferably B. E / B. Tech / M. Tech/BCA/MCA/Bsc(IT/Cs)

Experience required

Proven experience of 4- 9 years in technical troubleshooting. Ability to work in shifts all time zone in US (primarily 6. 30pm to 3. 30am IST) Good verbal and written communication skills Basic level of proficiency in Microsoft Office Excel and Outlook Good interpersonal and problem-solving skills Ability to work independently and / or in a team environment

How will you do it

Good interpersonal and problem-solving skills Ability to work independently and / or in a team environment

Information Security Responsibilities

Adhere to JCI policies, guidelines and procedures pertaining to the protection of information assets Adhere to JCI product security standards and guidelines for secured software product development The software, licenses, shall be deployed and used only in accordance with JCI licensing agreements Unless provided in the applicable license, notice, or agreement, copyrighted software shall not be duplicated, except for backup and archival purposes