Technical Support

Wondersoft – The Way to Grow; Chennai; On-site; INR 250,000 - 450,000; Full time

Job summary

Wondersoft – The Way to Grow in Chennai, India, is seeking a customer support technician to diagnose and resolve issues in our POS software. You will ask targeted questions, troubleshoot, escalate when needed, and keep clients informed throughout the process.

You will log all issues, create clear notes and manuals, and follow up to ensure systems stay functional. The role requires strong communication and problem-solving, with a focus on delivering prompt, accurate solutions by phone, email or

Qualifications

• Excellent communication skills
• Strong problem-solving abilities
• Ability to work with customers via phone, email or chat
• Attention to detail in documenting issues
• Team player with customer-focused mindset
• Ability to manage multiple tasks simultaneously
• Familiarity with POS software or IT support preferred

Responsibilities

• Research and identify solutions to our POS software
• Diagnose and troubleshoot technical issues
• Ask customers targeted questions to quickly understand the root of the problem
• Track computer system issues through to resolution, within agreed time limits
• Talk to clients through a series of actions, either via phone, email or chat, until they've solved a technical issue
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Provide prompt and accurate feedback to customers
• Refer to internal database or external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Prepare accurate and timely reports
• Document technical knowledge in the form of notes and manuals
• Maintain a friendly relationship with client

Job description

Responsibilities

• Research and identify solutions to our POS software
• Diagnose and troubleshoot technical issues
• Ask customers targeted questions to quickly understand the root of the problem
• Track computer system issues through to resolution, within agreed time limits
• Talk to clients through a series of actions, either via phone, email or chat, until they've solved a technical issue
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Provide prompt and accurate feedback to customers
• Refer to internal database or external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Prepare accurate and timely reports
• Document technical knowledge in the form of notes and manuals
• Maintain a friendly relationship with client