Technical Support Specialist

Experience Level- 1-3 Years Responsibilities Service Desk Operations Manning the service desk daily, handling fixed-line and mobile queries. Managing and resolving service tickets for solutions products and services. Using remote management tools to diagnose and resolve customer issues. Prioritising workflow in alignment with customer SLA requirements via service boards. Customer Support Providing exceptional customer support through emails, telephone, and service tickets. Proactively communicating updates and resolutions to customers. Liaising with carriers and suppliers to escalate and resolve customer queries. Administrative Tasks Ensuring all customer data is accurately tracked and updated in the CRM system. Assisting with unbilled checks, usage reports, and client invoice queries. Dispatching monthly invoices to clients promptly. Collaboration and Knowledge Sharing Coordinating with internal teams to maintain effective relationships. Sharing technical knowledge and specialist skills with colleagues to ensure cross-functional support coverage. What We’re Looking For Skills and Experience Proven customer service experience with a focus on relationship building. Background in fault or incident management (desirable). Technical understanding of VoIP (desirable). Experience supporting customers in line with SLA requirements. Strong communication and organisational skills. Ability to provide clear, empathetic advice to non-technical customers. High attention to detail and accuracy. Adaptability and a proactive approach to challenges. Technical Expertise Basic Understanding of Operating Systems Windows (especially Windows 10/11) Basic troubleshooting: login issues, software installation, printer errors Basic Understanding of VoIP and mobile telecommunication solutions Familiarity with Microsoft Office Suite Basic Hardware Knowledge Understanding of desktops, laptops, printers, monitors Basic Networking Knowledge Understanding of Wi-Fi vs Ethernet Ticketing Systems Exposure to tools like ServiceNow , Jira , Zendesk , or others

Location: pune, IN

Posted Date: 6/17/2025