Tier 1 Support

We are seeking a highly motivated and customer-oriented Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing exceptional technical support to customers utilizing our Software as a Service (SaaS) products primarily through voice channels. You will be the first point of contact for customers experiencing technical issues and will provide prompt and effective resolutions to ensure customer satisfaction.

Responsibilities:

• Provide excellent technical support to customers via phone and other voice channels.
• Troubleshoot and resolve software and technical issues related to our SaaS products.
• Assist customers with product installation, configuration, and usage inquiries.
• Document all customer interactions, including details of the issue and steps taken for resolution, in our ticketing system.
• Escalate complex technical issues to the appropriate teams, such as developers or senior support staff, while ensuring timely and accurate communication with the customer.
• Collaborate with cross-functional teams to address customer concerns and provide feedback on product improvements.
• Stay up-to-date with product knowledge, industry trends, and best practices to enhance technical support delivery.
• Contribute to the development and maintenance of support documentation, knowledge base articles, and FAQs.
• Provide exceptional customer service by ensuring high customer satisfaction and timely issue resolution.

Requirements:

• Willing to work in US shift (8:00pm to 5:00am IST)

• Education should be in tech background like Computer engineering/ Computer science / MCA/ MSCIT/B.tech/ M.tech etc.

• Proven work experience as a Technical Support Specialist or similar role, preferably with a focus on voice support and SaaS products.
• Strong technical aptitude and ability to troubleshoot and resolve software-related issues.
• Excellent verbal communication skills and the ability to effectively communicate complex technical concepts to customers in a clear and concise manner.
• Familiarity with SaaS products and a good understanding of the underlying technologies and concepts.
• Proficiency in using ticketing systems or customer relationship management (CRM) tools to manage customer interactions and track support cases.
• Ability to work independently, prioritize tasks, and manage time effectively to meet customer support SLAs.
• Patience, empathy, and a customer-centric approach to provide exceptional support experiences.
• Flexibility to work in shifts, including evenings and weekends, to provide coverage for customer support operations.
• Should be customer centric and expert in troubleshooting & diagnostic skills.
• Must have excellent written and verbal communication skills preferably looking for people who worked with overseas clients.

• Knowledge of product installation and implementation is a plus.

• Knowledge on VOIP, routers, networking, switches will be added advantage.