Technical Support Representative
Nextiva
Bengaluru, Karnataka, India0–2 yrs51m agovia LinkedIn
Location: Onsite, Bengaluru office (Wilshire III by MFAR, 492, Hobli, RHB Colony, Mahadevapura, Bengaluru, Karnataka 560048).
In-Office Expectation: Four days per week, with the potential to increase to five days per week, as required by the business.
Key Responsibilities
- Provide technical assistance and support for incoming queries.
- Respond to queries via chat, email, or phone in a timely and professional manner.
- Diagnose and troubleshoot technical issues.
- Guide users through step-by-step solutions.
- Document internal procedures and maintain accurate records of issues and resolutions.
- Escalate complex problems to higher-level support teams when necessary.
- Monitor systems and identify performance issues proactively.
- Follow up with users to ensure full resolution of issues and satisfaction.
- Collaborate with clients over phone or video calls for in-depth technical troubleshooting.
Requirements & Tech Stack
- Strong understanding of operating systems (Windows, Linux, or macOS).
- Familiarity with networking concepts (TCP/IP, DNS, VPN, firewalls).
- Knowledge of troubleshooting hardware/software issues.
- Good verbal and written communication skills.
- Ability to work in rotational shifts or under pressure.
- Customer-centric attitude with problem-solving mindset.
- Familiarity with Generative AI tools such as ChatGPT, Claude, Gemini, or similar tools.
- Ability to leverage AI tools for technical troubleshooting, research, documentation, and improving day-to-day productivity.
- Ability to validate AI-generated information before applying or communicating solutions.
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
- 0–2 years of experience in technical support, IT helpdesk, or related customer-facing role.