Our company is a digital technology solutions provider established in 2009, with operations in eight countries. NASSCOM recently featured us as one of the top 17 inclusive companies in India. In addition, we're among the top 15 companies in the Clutch’s Leaders Matrix rating for Node.JS and Java development companies in Canada in May 2021.

Job Title: Junior Technical Support Specialist

Work mode: Work from home

Job Summary:

As a Junior Technical Support Specialist, you will play a pivotal role in providing technical assistance and support to customers and internal stakeholders. You will be responsible for troubleshooting and resolving technical issues, maintaining documentation, and assisting in the implementation of technical solutions. This role requires strong communication skills, attention to detail, and a passion for problem-solving.

Responsibilities:

Provide Technical Support: Respond to customer inquiries and issues via phone, email, or chat in a timely and professional manner. Troubleshoot technical problems and provide solutions to customers, escalating issues as needed to senior support staff.

Issue Resolution: Diagnose and resolve technical hardware and software issues, including but not limited to networking problems, software configuration, and hardware malfunctions. Document troubleshooting steps and resolutions for future reference.

Customer Communication: Communicate technical solutions to customers in a clear and understandable manner, ensuring that they are fully informed and satisfied with the resolution of their issues. Maintain a high level of professionalism and empathy in all customer interactions.

Documentation: Create and maintain documentation related to technical support procedures, troubleshooting guides, and knowledge base articles. Ensure that documentation is accurate, up-to-date, and easily accessible to the support team and customers.

Collaboration: Collaborate with cross-functional teams, including product development, engineering, and quality assurance, to identify and resolve complex technical issues. Provide feedback on product improvements and contribute to the continuous improvement of support processes.

Quality Assurance: Participate in quality assurance activities to ensure the reliability and effectiveness of technical support services. Perform testing and validation of software updates, patches, and new features to identify and prevent potential issues.

Training and Development: Stay updated on industry trends, new technologies, and best practices in technical support. Participate in training sessions and workshops to enhance technical skills and knowledge.

Requirements

Proficiency in using help desk software and remote support tools.

Ability to work collaboratively in a fast-paced environment and prioritize tasks effectively.

Bachelor's degree in Computer Science, Information Technology, or related field preferred

Previous experience in a technical support role or customer service role is advantageous.

Strong problem-solving skills and ability to troubleshoot technical issues independently.

Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.

Familiarity with operating systems (e.g., Windows, macOS, Linux), networking principles, and software applications.