Technical Product Support Specialist Job in Maruti Techlabs Pvt Ltd

Technical Product Support Specialist

Maruti Techlabs Pvt Ltd 4+ weeks ago

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Job Summary

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.