Wanted Technical Support, Mumbai

Job Description for Technical Support
Job Summary
We are seeking a detail-oriented and customer-focused Technical Support Engineer to join our support team. This role involves resolving technical issues, guiding users through product functionalities, and collaborating with various teams to deliver high-quality solutions. The ideal candidate will have a strong technical background, excellent communication skills, and a passion for helping others.
Key Responsibilities
1. Troubleshooting and Issue Resolution:
o Respond to customer inquiries, diagnose technical problems, and provide step-by-step guidance.
o Analyze, troubleshoot, and resolve hardware, software, and network-related issues.
o Escalate complex issues to appropriate teams, ensuring timely and efficient resolution.
2. Customer Interaction:
o Provide excellent customer service by communicating effectively with clients to understand and resolve their issues.
o Educate customers on product features, best practices, and troubleshooting techniques.
3. Documentation and Reporting:
o Document all support activities, including troubleshooting steps, resolutions, and client feedback.
o Contribute to the knowledge base by creating and updating FAQs, manuals, and technical support documentation.
4. Product and Process Improvement:
o Identify patterns in customer issues and provide feedback to product and engineering teams for improvement.
o Actively participate in team meetings to share insights, learnings, and suggestions for enhancing the support process.
5. Collaboration and Continuous Learning:
o Work closely with cross-functional teams (development, quality assurance, product management) to resolve issues and improve customer satisfaction.
o Stay updated on the latest industry trends, tools, and technologies.
Required Qualifications
Bachelor s degree in Computer Science, Engineering, or a related field.
Proven experience in technical support, IT support, or related field.
Proficiency in diagnosing software and hardware issues.
Strong knowledge of operating systems (Windows, macOS, Linux) and network protocols.
Excellent verbal and written communication skills.
Preferred Qualifications
Certifications such as CompTIA A , Network , or Microsoft Certified Solutions Expert (MCSE).
Familiarity with customer relationship management (CRM) and help desk software (e.g., Zendesk, ServiceNow).
Experience with scripting or coding (Python, Bash) is a plus.
Personal Attributes
Customer-focused with a problem-solving mindset.
Ability to work independently as well as collaboratively within a team.
Strong attention to detail and a proactive attitude.