Technical Support Specialist

Lyros Technologies Pvt Ltd-CMMI Level 3

Key Responsibilities

• Provide first-line technical support to customers via phone, email, or chat, addressing inquiries and resolving issues in a timely manner.
• Troubleshoot hardware and software problems, guiding customers through step-by-step solutions.
• Document and track customer interactions and technical issues in our support system, ensuring accurate records are maintained.
• Collaborate with other team members and departments to escalate complex issues and ensure a seamless customer experience.
• Stay updated on product knowledge and technical advancements to provide the best support possible.
• Participate in training sessions and workshops to enhance skills and knowledge in technical support.

Requirements & Tech Stack

• Strong understanding of technical support processes and customer service principles.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
• Problem-solving skills and a proactive approach to resolving customer issues.
• Ability to work independently and as part of a team in a fast-paced environment.
• Familiarity with common operating systems, software applications, and hardware components is a plus.