Role: Technical Support Specialist II
Location: Mumbai
Type: Fulltime – Remote
The Technical Support Specialist II is responsible for assisting our partners in diagnosing and resolving a partner’s product issues or questions. This role works in partnership with cross-functional teams to troubleshoot, resolve, and document issues, getting partners back on track to having a positive experience with our products.
Essential Duties & Responsibilities:
- Provides support to cross-functional teams, with a high attention to detail
- Researches, analyzes, and documents findings
- May influence others within the Technical Support team through the explanation of facts, policies, and practices
- Interacts with partners to provide technical support via email, phone, chat, cases, and remote sessions
- Monitors backup, off-site, and critical service failure events
- Investigate and resolve reported failure incidents, escalating when necessary
- Acts as the first point of contact for escalated support cases
- Maintains a knowledge base of our products and services and provides high-quality technical support to partners during each interaction
- Discusses partners’ operational challenges and evaluate business data to identify areas of opportunity to help partners optimize their business strategies
- Identifies and escalates trending issues and potential software defects to leadership and development
- Contributes to written articles for internal and external knowledge base
- Identifies and escalates situations requiring urgent attention to appropriate teams
- Documents partner interactions, troubleshooting, and results clear, concisely and accurately report customer feedback to the Engineering
- Handles assigned support cases
- Engages in the application of best practices per technical documentation and provides solutions based on diagnosis of the problem
- Communicates new release features and improvements to our partners that better their experience
Knowledge, Skills, and/or Abilities Required:
- Ability to work independently on projects and processes with general supervision
- Practical knowledge of applicable work area
- Ability to situationally adapt and understand new technology/processes as per business requirement
- Strong customer service skills
- Strong desire to help our partners and peers
- Strong written and verbal communication skills
- Strong sense of ownership and accountability
- Familiarity with backup technology
- Knowledge of virtualization and cloud technology
- Understanding of operating systems, such as Linux
- Interpersonal skills and willingness to work alongside multiple cross-functional teams
- Organized and strong attention to detail
- Preferred: Basic understanding of IT, professional services, CRM, and ERP markets
Educational/Vocational/Previous Experience Recommendations:
- Bachelor’s degree required in related field or equivalent business experience
- 2+ years of related experience
- Experience working in a technical service-oriented position
- Preferred: Experience troubleshooting Windows and Linux servers
Working Conditions:
- Onsite/Hybrid/Remote depending on location
- 0-10% travel may be required
Please send me your resumes to usha.rani@isss.org.uk
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