Job Description

Job Title: Help Desk Support / Customer Support Specialist

Location:

Pondicherry

Job Summary:

We are seeking a proactive and friendly

Help Desk Support Specialist

to join our team and provide excellent customer support to our clients. You will be responsible for assisting customers with technical issues, troubleshooting problems, and delivering timely solutions to ensure customer satisfaction. As the first point of contact for clients, you will play a crucial role in building lasting customer relationships and delivering top-tier service.

Key Responsibilities:

Customer Support:

Respond to customer inquiries via phone, email, or live chat in a professional and timely manner. Assist customers in troubleshooting hardware/software issues, resolving technical problems, and providing guidance on product features. Document customer interactions and issues in the company's help desk software.

Technical Assistance:

Diagnose and resolve technical issues related to products or services. Provide step-by-step assistance in troubleshooting and resolving customer issues. Escalate unresolved technical problems to senior technical support or engineering teams.

Product Knowledge:

Develop and maintain a thorough understanding of the company's products and services. Continuously stay updated on product updates, changes, and common issues that customers face.

Customer Feedback:

Collect feedback from customers regarding their support experience and report insights to improve service quality. Ensure customers feel valued by providing effective solutions and friendly service.

Collaboration:

Work with other departments (e.g., engineering, sales) to ensure the best customer experience. Help train new team members and share knowledge of best practices.

Requirements:

Education & Experience:

High school diploma or equivalent; a degree in IT, Computer Science, or related field is a plus. Proven experience in customer support, technical support, or help desk roles (1-3 years preferred).

Skills & Qualifications:

Excellent communication skills, both written and verbal. Strong problem-solving and analytical abilities. Ability to handle multiple tasks simultaneously while maintaining attention to detail.
*

Familiarity with troubleshooting basic network, hardware, or software issues. A positive attitude and the ability to stay calm under pressure.

Technical Skills:

Basic understanding of operating systems and common office software. Knowledge of cloud services, SaaS platforms, or CRM software is a plus.

Preferred:

Experience with troubleshooting and resolving customer complaints regarding tech-based products or services' satisfactory service.
? Answers incoming customer telephone calls in a courteous and professional manner.

? Assists customers/end users with questions on product installation, usage, and implementation.

? Responds to and investigates customer/end user inquiries, concerns, and issues via phone, mail, and e-mail in a timely and courteous manner.

? Answers customer inquiries and provides appropriate technical and/or product-related information.

? Researches and resolves customer complaints.

? Effectively communicates customer issues and concerns to all applicable internal staff members. ? Organizes and maintains file system; files correspondence and other records.

Job Types: Full-time, Permanent

Pay: From ?30,000.00 per month

Experience:

total work: 3 years (Preferred)
Work Location: In person