INFOWIIZ KGN PVT LTD jobs - Technical Support Specialist

Technical Support Specialist (TSS) will be responsible speaking with members related to transport reservation providing updates and creating new ones; verifying, updating, and canceling member appointment; notifying issues and changes made in standing order.

Job Title: Technical Support Specialist

Position Overview: We are looking for a skilled and customer-oriented Technical Support Specialist to join our team. The ideal candidate will have strong technical knowledge and problem-solving skills to assist users with troubleshooting and resolving technical issues. You will be the first point of contact for customers and will provide support through phone, email, or online chat.

Key Responsibilities:

• Customer Support:
• Provide technical assistance to customers via phone, email, or live chat.
• Respond promptly to technical inquiries, ensuring high-quality customer service.
• Diagnose and troubleshoot hardware, software, and networking issues reported by customers.
• Assist with setup, configuration, and installation of company products or services.
• Document customer issues and resolution steps in the support system.
• Problem Resolution:
• Analyze and resolve technical issues in a timely manner, escalating complex problems when necessary.
• Guide customers through step-by-step solutions using knowledge base articles or remote desktop tools.
• Test and replicate issues in-house to ensure that appropriate solutions are implemented.
• Knowledge Management:
• Create and maintain documentation and FAQs to assist with self-service support.
• Update knowledge base articles based on common customer issues and feedback.
• Train customers on proper usage of company products and services.
• Collaboration:
• Work closely with product and engineering teams to identify recurring issues and suggest improvements.
• Collaborate with other support team members to share knowledge and best practices.
• Escalate issues to senior technical support engineers or developers as needed.
• Product and Service Familiarity:
• Stay updated on new products, services, and technical updates offered by the company.
• Continuously improve technical expertise and troubleshooting skills to enhance customer support.
• Customer Satisfaction:
• Ensure that all customer inquiries are resolved to satisfaction and in a timely manner.
• Follow up with customers to ensure that issues have been fully resolved.

Requirements:

• Education: A bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
• Experience: 1-3 years of experience in a technical support or customer service role.
• Skills:
• Strong problem-solving and troubleshooting abilities.
• Knowledge of operating systems (Windows, macOS, Linux) and basic networking concepts.
• Familiarity with hardware, software, and application troubleshooting.
• Excellent communication skills, both written and verbal.
• Ability to work independently and as part of a team.
• Experience with customer service software (e.g., Zendesk, ServiceNow, Freshdesk) is a plus.

Preferred Qualifications:

• GRADUATION
• Experience with remote support tools (e.g., TeamViewer, Zoom, or Remote Desktop).
• Basic knowledge of scripting or coding (Python, Bash, etc.) is a plus.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.

Preferred Language:

ENGLISH FLUENCY

Job Types: Full-time, Permanent

Pay: Up to ₹50,000.00 per month

Schedule:

• Fixed shift
• Monday to Friday
• Night shift
• Weekend availability

Supplemental Pay:

• Performance bonus
• Yearly bonus

Ability to commute/relocate:

• Udaipur, Rajasthan: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Required)

Experience:

• total work: 1 year (Required)

Language:

• English (Required)

Location:

• Udaipur, Rajasthan (Required)

Work Location: In person