Technical Support Specialists

Job Description

Asian Electricals & Infrastructures is looking for Technical Support Specialists to join our dynamic team and embark on a rewarding career journey. A Technical Support Specialist plays a crucial role in providing technical assistance and support to customers and end-users. They help troubleshoot and resolve technical issues, answer inquiries, and provide guidance on the use of hardware, software, and other technical products or services. Responsibilities: Customer Support: Provide technical assistance and support to customers via phone, email, or chat. Respond to inquiries promptly, troubleshoot technical issues, and guide customers in resolving problems related to hardware, software, or other technical products. Issue Resolution: Identify, diagnose, and troubleshoot technical problems reported by customers. Resolve issues through effective problem-solving techniques, including remote troubleshooting, knowledge base utilization, and collaboration with internal teams. Technical Documentation: Create and maintain detailed documentation of common technical issues, troubleshooting steps, and solutions. Contribute to knowledge base articles, FAQs, and user guides to improve self-help resources for customers and the support team. Escalation Management: Escalate complex or unresolved technical issues to higher-level support teams or specialized departments. Ensure proper documentation and communication of escalated cases to ensure timely resolution. Product Knowledge and Training: Maintain up-to-date knowledge of the company's products, services, and technologies. Stay informed about new releases, features, and updates. Provide training and guidance to customers on the use of software applications or technical products.