Technical services specialist

JobCrexa; Faridabad District; On-site; INR 1,200,000 - 1,700,000; Full time

Job summary

JobCrexa is seeking a Technical Support Specialist to join our global support team in Gurgaon. The role focuses on client support, troubleshooting, and ticket management, with a rotational shift.

Ideal candidates have extensive experience in technical support and proficiency with ticketing systems like ServiceNow and Jira, along with strong communication skills for international clients.

Qualifications

• 13 years of experience in technical support / application support / service desk
• Strong experience in ticketing tools (Service Now, Jira, etc.)
• Excellent communication and client-handling skills
• Good troubleshooting and analytical abilities
• Experience working with global clients
• Exposure to SAP / LMS / SaaS platforms (Nice to have)
• Knowledge of incident management & escalation handling (Nice to have)
• Experience in reporting (Excel, dashboards) (Nice to have)
• Understanding of Agile/DevOps concepts (Nice to have)

Responsibilities

• Provide L1/L2 technical support for customer issues via ticketing systems
• Troubleshoot and resolve application/platform-related issues
• Manage and handle customer escalations effectively
• Collaborate with global teams to ensure timely resolution
• Perform root cause analysis and improve support processes
• Create and maintain knowledge base articles
• Generate reports and provide insights based on customer requests

Skills

Communication

Client management

Troubleshooting

Analytical thinking

Global client experience

Tools

Service Now

Jira

Job description

Technical Support Specialist (L1/L2 Support)

Location: Gurgaon sector 34
Experience: 24 Years in international technical support
Shift: Rotational shift

We are looking for a customer-focused Technical Support Specialist to join our global support team. If you have experience in client support, troubleshooting, and ticket management , this role is for you!

Key Responsibilities

• Provide L1/L2 technical support for customer issues via ticketing systems
• Troubleshoot and resolve application/platform-related issues
• Manage and handle customer escalations effectively
• Collaborate with global teams to ensure timely resolution
• Perform root cause analysis and improve support processes
• Create and maintain knowledge base articles
• Generate reports and provide insights based on customer requests

Required Skills

• 13 years of experience in technical support / application support / service desk
• Strong experience in ticketing tools (Service Now, Jira, etc.)
• Excellent communication and client-handling skills
• Good troubleshooting and analytical abilities
• Experience working with global clients

Preferred Skills (Good To Have)

• Exposure to SAP / LMS / Saa S platforms
• Knowledge of incident management & escalation handling
• Experience in reporting (Excel, dashboards)
• Understanding of Agile/Dev Ops concepts

Why Join Us

• Opportunity to work with global clients
• Collaborative and growth-oriented environment
• Exposure to enterprise-level platforms and tools