Technical Support Specialist

We are looking for a Technical Support Specialist who can combine technical clarity with customer empathy. This role is responsible for diagnosing, troubleshooting, and resolving technical issues while ensuring a seamless support experience for customers or internal stakeholders.

You will act as the bridge between users and engineering — translating problems into solutions and feedback into improvements.

Key Responsibilities

Customer & User Support

• Respond to customer queries via email, chat, phone, or ticketing systems.
• Diagnose technical issues related to software, hardware, or network environments.
• Provide clear, step-by-step guidance to resolve issues efficiently.
• Maintain high customer satisfaction and response-time standards.

Technical Troubleshooting

• Replicate and investigate reported issues.
• Identify root causes and escalate complex problems to engineering when required.
• Track and monitor open tickets until resolution.
• Document troubleshooting steps and solutions in knowledge bases.

Product & System Understanding

• Develop strong understanding of product architecture and workflows.
• Assist customers with configuration, integrations, and feature usage.
• Support product releases and help communicate updates to users.

Process & Documentation

• Maintain accurate ticket records and resolution timelines.
• Contribute to FAQs, user guides, and internal documentation.
• Identify recurring issues and recommend preventive improvements.

Collaboration

• Work closely with Product, Engineering, and Customer Success teams.
• Provide structured feedback based on recurring customer challenges.
• Participate in incident management during system outages (if applicable).

Required Qualifications

• Bachelor’s degree in Computer Science, IT, or related field (or equivalent experience).
• 2–5+ years of experience in Technical Support or Helpdesk roles.
• Strong troubleshooting skills across operating systems, browsers, and networks.
• Familiarity with ticketing tools (Zendesk, Freshdesk, Jira Service Desk, etc.).
• Excellent written and verbal communication skills.
• Ability to simplify technical concepts for non-technical users.

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