Process Specialist- Enterprise Technical Support
Responsibilities:
?Deliver timely and effective technical support to premium clientele via multiple communication channels. Maintain high customer satisfaction ratings and comply with quality standards in the majority of cases.
?Diagnose and resolve complex technical issues encompassing web protocols, networking standards, programming languages , system administration, email routing/delivery, and email encryption
?Analyze system and trace logs and configurations to determine the root cause of incidents.
?Employ command-line interfaces (Windows, Linux) for efficient troubleshooting and system administration.
?Adhere to defined Service Level Objectives (SLOs) for response and resolution times.
?Maintain thorough and accurate documentation of support interactions, troubleshooting procedures, and resolutions. Manage and resolve escalations from customers and partners
?Collaborate effectively with cross-functional technical teams to escalate and resolve intricate issues. Participate in on-call rotation to address critical incidents as required.
?Contribute to the creation of knowledge base articles and self-service resources for end-users.
?Maintain current knowledge of emerging technologies and product updates.
?Provide expert consultation to lower-tier support teams to facilitate case resolution.
?Demonstrate flexibility to accommodate rotational and/or night shift schedules.
Requirement:
?Bachelor's degree in Technology / Engineering -Preferable Computer Science /Computer Applications / Information Technology
?5-6 years of experience in working in a Technical customer support operation resolving complex technical or operational issues
?Moderate exposure with scripting/ programming languageand ability to read and understand scripts(Python, Javascript, HTML), identification of Log errors, traces and triggers.
?Preferable - Relevant technical certifications (e.g., Comp Network+, Security+, Linux+, Microsoft Certified: Azure Administrator Associate, Google Cloud Certified Associate Cloud Engineer).
Skills:
?Working experience with Web Protocols - HTTPS, DNS, SSL/TLS, and networking standards (Level - Intermediate Skills)
?Working experience with APIs and SQL - Query Language (Level - Intermediate Skills)
?Working experience with System Administration concepts, Active Directory, and command-line interfaces in Windows and Linux environments (Level - Intermediate Skills)
?Working experience with reading and understanding log traces for troubleshooting (Level - Advanced)