TechnicalSupportSpecialistII

_**Technical Support Specialist II**_ We are seeking a detail-oriented and customer-focused Technical Support Specialist to join our support team. The ideal candidate will provide first-level technical assistance to customers, troubleshoot issues, and ensure a high level of customer satisfaction. This role requires excellent communication skills, a good understanding of technical systems, and a passion for problem-solving. **What will you do?** **Duties and responsibilities:** * Provide technical and application support via phone and email in a professional and timely manner * Understand the reported issue and ensure an accurate resolution is provided to the customers, backed with complete documentation * Develop skills in analytical thinking and holistic problem solving of technical issues to troubleshoot realtime cases, including the correct use of knowledge-based articles * Guide customers through step-by-step solutions and escalate unresolved issues to Level 2 support, if necessary * Works closely with Level 2 Engineers/team to solve complex problems and provide customers with all-inone support and solution experience * Contributes to SOPs, new procedures and updates as needed * Adherence to specific day-to-day work instructions: case management in Salesforce, reporting, meeting the SLA’s and FCR (First Call Resolution) targets specified by the in-line Manage **What are we looking for**? **Qualifications** : A degree in engineering is a must, preferably B.E / B.Tech / M.Tech/BCA/MCA/Bsc(IT/Cs) **Experience required:** Proven experience of 4- 9 years in technical troubleshooting.Ability to work in shifts: all time zone in US (primarily 6.30pm to 3.30am IST) Good verbal and written communication skills Basic level of proficiency in Microsoft Office Excel and Outlook Good interpersonal and problem-solving skills Ability to work independently and / or in a team environment **How will you do it?** Good interpersonal and problem-solving skills Ability to work independ