Responsibilities
- Take ownership of technical inquiries from customers, resellers, or frontline teams and drive them to resolution
- Investigate, analyze, and troubleshoot complex technical problems to determine effective solutions
- Support customers via phone, email, or live chat while maintaining a high standard of service quality
- Deliver timely and precise responses to customer inquiries and follow up with inactive customers as needed
- Use internal databases and external resources to identify and apply accurate technical fixes
- Route unresolved technical issues to engineering or internal specialist teams, acting as a liaison
- Communicate clearly with end users, peers, and management to facilitate quick issue resolution
- Manage and prioritize multiple active support cases while meeting service level agreements
- Accurately document and track all system-related technical issues in the support system
- Help develop and maintain a centralized knowledge base with documented solutions and troubleshooting steps
- Engage in special projects and take on additional duties as directed
- Perform other position-related tasks as assigned to support evolving business and organizational goals
Work Arrangement
On-site — Chennai
Other
- This is a full-time and in-office position
- Working 5 days a week
