Technical Support Specialist – Chennai

Webhosting; Chennai District; On-site; INR 400,000 - 450,000; Full time

Job summary

Sectigo is seeking a Technical Support Specialist to join our global team in Chennai. You will work closely with customers and the sales team to diagnose and resolve issues, handling escalations and ensuring timely resolutions. This full-time, in-office role reports to the Manager, Technical Support.

You will provide high-quality support via phone, email or chat, document issues, and help improve the knowledge base. The targeted compensation package ranges from INR 4,00,000 to INR 4,50,000.

Qualifications

• Full-time in-office position, reporting to Chennai office 5 days a week.
• Individual contributor role.
• Compensation targeted between INR 4,00,000 and INR 4,50,000.

Responsibilities

• Handle day-to-day customer issues by researching, diagnosing, troubleshooting, and identifying solutions to resolve reported issues.
• Take ownership of escalated issues and ensure follow-through to resolution.
• Provide support to customers via phone, email or chat, guiding them step-by-step until issues are resolved.

Job description

Job Description

We are looking for a talented Technical Support Specialist to join our growing global team at Sectigo.

The Technical Support Specialist works closely with Sectigo’s customer base and sales department to handle the day-to-day customer issues reported and see problems through to resolution. This individual assists customers with technical issues by researching, diagnosing, troubleshooting, and identifying solutions to resolve reported issues. This position is responsible for handling all escalated issues and ensuring follow-through to resolution.

Please Note: The Reporting Manager and the Work Arrangement requirements may be modified and redesigned based on business needs to ensure operational flexibility and organizational effectiveness.

Here are the core functions, responsibilities, and expectations for this role:

• Work closely with Sectigo’s customer base and sales department to understand client needs and provide proactive solutions, enhancing overall customer satisfaction.
• Take full ownership of technical support issues, ensuring timely resolution and fostering positive customer relationships.
• Research, diagnose, troubleshoot, and implement solutions to resolve reported issues, maintaining a high rate of first-contact resolution to meet customer satisfaction KPIs.
• Conduct thorough inquiries with customers to quickly pinpoint issues, minimizing resolution times and improving customer experience.
• Provide consistent and high-quality support to customers via phone, email, or chat, guiding them step-by-step until technical issues are resolved, aiming to improve average response and resolution times.
• Deliver prompt and accurate responses to customers, ensuring communications are clear, empathetic, and professional to boost customer satisfaction scores.
• Utilize both internal databases and external resources to provide accurate technical solutions, reducing resolution times and repeat inquiries.
• Adhere to established procedures for escalating unresolved issues to Shift Leads, Team Leads, or relevant internal teams, maintaining workflow efficiency and a smooth escalation process.
• Communicate proactively with end users, colleagues, and management to swiftly resolve issues, aligning with customer satisfaction targets.
• Prioritize and manage multiple open issues simultaneously, meeting SLAs (Service Level Agreements) and internal timelines.
• Accurately log and report all system-related issues to support tracking and root cause analysis, contributing to reduced future incidences.
• Contribute to developing a robust Knowledge Base by documenting known issues and solutions, helping to decrease repeat incidents and empower both the team and customers with self-help options.
• Actively participate in additional responsibilities and special projects, aligning efforts with the overall goal of enhancing customer service quality and operational efficiency.
• Additional tasks associated with this position may be assigned in response to company initiatives and business needs.
• Additional tasks associated with this position may be assigned in response to company initiatives and business needs.

More information about this role:

• This is a full-time and in-office position, reporting to our Chennai office 5 days a week.
• This is an individual contributor role, reporting to our Manager, Technical Support
• The targeted compensation package for this role is between INR 4,00,000 and INR 4,50,000.

Simplicity at Scale.

How we show up with each other and our customers every day is just as important, and we win as #OneSectivo by living out our core values – Support, Excellence, Communication, Teamwork, Integrity, Growth and Openness. We are committed to investing in our diverse teams where everyone understands their role and how they support our strategic goals, we drive operational excellence through scale and efficiency, and we strive to delight our customers and become the market leader in our industry. If you aspire to join a driven team that holds each other accountable to meeting our lofty goals and you’d like to be part of our growth story in delivering a market leading user experience, we’d like to talk to you.