Technical Product Support Specialist Job in Maruti Techlabs Pvt Ltd

Responsibilities

• Provide technical support for enterprise customers
• Develop a deep understanding of the customers product
• Troubleshoot technical issues to establish the root cause of problems and form a solution or workaround for the problems
• Ask customers relevant questions to quickly understand the root of the problem
• Track details in the ticketing system ,within agreed time limits
• Talk clients through a series of actions, either via phone, email or chat, until they ve solved a technical issue
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Provide prompt and accurate feedback to customers
• Refer to internal database or external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their systems are fully functional after troubleshooting
• Prepare accurate and timely reports
• Document technical knowledge in the form of notes and manuals
• Maintain jovial relationships with clients

Requirements

• 4+ years experience in a Product s Technical Support
• Highly developed, process-oriented skills for troubleshooting, problem solving, and problem resolution
• Familiarity with remote desktop applications and help desk software (eg. Jira Desk)
• Superior written and verbal communication skills are a must
• Must be able to work in a fast paced technical environment and support a product with frequent product releases and regular maintenance updates
• B.E degree in Information Technology, Computer Science or relevant field
• Knowledge of Microsoft SQL Server and basic troubleshooting is required.
• Experience in providing technical support on Microsoft stack is preferred.