Technical Support Specialist

Bhavnaditya Accounting And Order Services; India; Teletrabalho; INR 300 000 - 600 000; Tempo integral

Resumo da oferta

Bhavnaditya Accounting And Order Services is seeking a night-shift technical support representative to handle tickets via chat and email, provide guidance, document interactions, and escalate when needed.

You will work remotely with flexible weekly offs, supporting European business hours, and leverage AI tools, ticketing systems, and MS Office to deliver proactive, high-quality customer care.

Qualificações

• Experience with any support ticketing system.
• Tech-savvy with working knowledge of computer OS, software, hardware, and networking.
• Preferred: scripting language or basic understanding of API.
• Excellent written and verbal communication in English.
• Comfort using AI-driven writing/translation tools (e.g., DeepL).
• Degree in a relevant field preferred, not mandatory.
• Proficient with Microsoft Office, Google Sheets, and other business software.
• Demonstrated proactive, learning-oriented approach with focus on continuous improvement.
• Must be comfortable working night shift hours (5:30 PM - 3:30 AM IST) and flexible with weekly off days.

Responsabilidades

• Handle technical service and support tickets via chat and email.
• First point of contact for customers and educate them to use products effectively.
• Document all customer interactions accurately in the ticketing system.
• Proactively follow up to ensure issues are resolved to customer satisfaction.
• Escalate issues to senior engineers with clear context and steps taken.
• Coordinate with team leaders for guidance on escalated cases.
• Record detailed events and resolutions in system logs.
• Participate in team meetings, up-skilling and training sessions.

Conhecimentos

Ticketing system

Tech-savvy

OS/Software/Hardware knowledge

Networking basics

Scripting/API basics

English proficiency

AI tools familiarity

Microsoft Office

Formação académica

Degree in relevant field (preferred)

Ferramentas

Ticketing system tools

Descrição da oferta de emprego

Role & Responsibilities:

This role requires working a night shift, 5:30 PM 3:30 AM IST, Remotely with flexibility on weekly off days as per business requirements (supporting European business hours).

• Handle technical service and support tickets efficiently, acting as the first point of contact primarily via chat and email
• Empower customers to become proficient users through education and support
• Document all customer interactions accurately in the ticketing system
• Proactively follow up to ensure issues are resolved to the customer's satisfaction
• Develop comprehensive knowledge of client products, ticketing/chat systems, and other tools required for effective troubleshooting
• Conduct thorough investigations to fully understand user issues, using effective probing techniques
• Provide accurate information and solutions for client software products or services
• Offer alternative solutions when necessary, guiding users through the resolution process
• Escalate issues to senior support engineers as needed, with clear documentation of the problem and steps already taken
• Follow up post-resolution and update customer status before closing a case
• Coordinate with team leaders and managers for guidance on escalated cases
• Follow team-internal and external processes and procedures
• Record detailed events and problem resolutions in system logs
• Forward customer feedback and suggestions to the appropriate internal team
• Suggest improvements to processes and knowledge resources
• Participate actively in team meetings, up-skilling, and training sessions

Preferred Candidate Profile:

• Experience with any support ticketing system
• Tech-savvy, with working knowledge of computer operating systems, software, hardware, and networking
• Preferred: experience with any scripting language or basic understanding of API
• Excellent written and verbal communication skills in English
• Comfort using AI-driven writing/translation tools (e.g., DeepL) is a plus
• Degree in a relevant field preferred, not mandatory
• Proficient with Microsoft Office, Google Sheets, and other business software
• Demonstrated proactive, learning-oriented approach with a focus on continuous process improvement
• Must be comfortable working night shift hours (5:30 PM 3:30 AM IST) and flexible with weekly off days