37 Technicians jobs in Surat
Senior Technical Support Specialist
Posted 4 days ago
Job Viewed
Job Description
Key responsibilities include diagnosing and resolving intricate technical challenges, documenting support interactions, and creating knowledge base articles to aid customer self-service. You will collaborate with engineering and product teams to identify recurring issues and contribute to product improvements. A proven ability to manage multiple support tickets simultaneously, prioritize effectively, and maintain high customer satisfaction scores is essential. This role requires a proactive approach to problem-solving, strong analytical skills, and the ability to explain technical concepts in a clear and understandable manner to non-technical users. You will be a crucial part of our customer success team, ensuring our users have a seamless and positive experience with our products. This is an exciting opportunity to leverage your technical expertise and customer service skills in a fully remote capacity, contributing to our mission of providing outstanding support from **Surat, Gujarat, IN**.
Senior Technical Support Engineer
Posted 5 days ago
Job Viewed
Job Description
Senior Technical Support Lead
Posted 13 days ago
Job Viewed
Job Description
- Leading, mentoring, and managing a team of technical support engineers and specialists.
- Overseeing daily helpdesk operations, ensuring timely and effective resolution of customer inquiries and issues.
- Developing and implementing support policies, procedures, and service level agreements (SLAs).
- Analyzing support metrics and trends to identify areas for improvement and implement corrective actions.
- Serving as a point of escalation for complex technical problems and customer escalations.
- Collaborating with product development and engineering teams to provide feedback on product issues and enhancements.
- Developing and maintaining comprehensive knowledge base articles and support documentation.
- Ensuring the effective use and administration of the helpdesk ticketing system (e.g., Zendesk, ServiceNow).
- Conducting regular team meetings and performance reviews.
- Training and onboarding new support staff.
- Identifying opportunities to automate support processes and improve efficiency.
- Monitoring customer satisfaction levels and implementing strategies to enhance the customer experience.
- Working with the management team to define support strategies aligned with business goals.
Remote Technical Support Engineer
Posted 21 days ago
Job Viewed
Job Description
Key Responsibilities:
- Provide Tier 2 and Tier 3 technical support via phone, email, and remote desktop tools.
- Diagnose, troubleshoot, and resolve complex hardware, software, and network issues.
- Document technical issues, solutions, and customer interactions accurately within the ticketing system.
- Escalate unresolved issues to appropriate engineering or development teams with detailed information.
- Develop and maintain technical documentation, knowledge base articles, and FAQs.
- Proactively identify potential technical issues and provide preventative solutions.
- Collaborate with cross-functional teams, including product development and quality assurance, to improve product stability and user experience.
- Participate in product testing and provide feedback on usability and performance.
- Mentor and train junior support staff on technical procedures and troubleshooting techniques.
- Stay current with the latest technological advancements and product updates.
- Manage customer expectations and ensure timely resolution of support requests.
Senior Technical Support Engineer
Posted 24 days ago
Job Viewed
Job Description
Responsibilities:
- Provide advanced technical support to customers via phone, email, and chat.
- Diagnose, troubleshoot, and resolve complex software and hardware issues.
- Escalate unresolved issues to appropriate internal teams (e.g., Engineering, Product).
- Create and maintain technical documentation, knowledge base articles, and user guides.
- Document customer interactions and resolutions accurately in the CRM system.
- Identify trends in customer issues and provide feedback to product development teams.
- Assist in the training and mentoring of junior support staff.
- Manage customer expectations and ensure timely resolution of support requests.
- Participate in product testing and provide feedback on usability and functionality.
- Contribute to improving support processes and customer satisfaction metrics.
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 4+ years of experience in technical support or a similar customer-facing IT role.
- Strong knowledge of operating systems (Windows, macOS, Linux), networking protocols, and common software applications.
- Experience troubleshooting complex technical problems.
- Excellent communication, problem-solving, and analytical skills.
- Ability to explain technical concepts clearly and concisely.
- Experience with CRM software and ticketing systems.
- Customer-oriented mindset with a passion for providing excellent service.
- Ability to work effectively in a team environment.
Technical Support Specialist - Tier 2
Posted today
Job Viewed
Job Description
Technical Support Lead - SaaS Products
Posted today
Job Viewed
Job Description
Be The First To Know
About the latest Technicians Jobs in Surat !
Technical Support Lead - IT Helpdesk
Posted 2 days ago
Job Viewed
Job Description
Key Responsibilities:
- Lead and mentor a team of IT Support Technicians, ensuring efficient and high-quality service delivery.
- Manage the daily operations of the IT Helpdesk, including ticket assignment, prioritization, and resolution tracking.
- Develop and implement standardized support procedures and best practices to improve efficiency and effectiveness.
- Provide Tier 2 and Tier 3 technical support for hardware, software, and network-related issues.
- Troubleshoot complex technical problems, identify root causes, and implement long-term solutions.
- Manage user accounts, permissions, and access to company systems and applications.
- Oversee the installation, configuration, and maintenance of hardware and software.
- Ensure timely and accurate documentation of support requests, solutions, and system configurations.
- Collaborate with other IT teams (e.g., Network Operations, System Administration) to resolve escalated issues.
- Monitor helpdesk performance metrics and provide regular reports on team productivity, ticket resolution times, and customer satisfaction.
- Identify training needs for the support team and develop training programs.
- Contribute to the continuous improvement of the IT support function.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum of 4 years of experience in IT support, with at least 1-2 years in a lead or supervisory role.
- Strong knowledge of Windows and macOS operating systems, Microsoft Office Suite, and common business applications.
- Experience with network troubleshooting (TCP/IP, DNS, DHCP).
- Familiarity with helpdesk ticketing systems (e.g., ServiceNow, Zendesk).
- Excellent problem-solving, analytical, and diagnostic skills.
- Strong leadership and team management abilities.
- Exceptional communication and customer service skills.
- Ability to prioritize and manage multiple tasks effectively.
- Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified are a plus.
- Willingness to work a hybrid schedule, balancing on-site and remote work.
Join our client's team in **Surat, Gujarat**, and take a leading role in delivering exceptional IT support services.
Customer Service & Technical Support Specialist
Posted 4 days ago
Job Viewed
Job Description
Responsibilities:
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Diagnose and resolve technical issues related to our software and hardware products.
- Provide clear and concise instructions and guidance to customers.
- Escalate complex issues to higher-level support teams when necessary.
- Document all customer interactions, issues, and resolutions in the CRM system.
- Educate customers on product features, troubleshooting steps, and best practices.
- Identify trends in customer issues and provide feedback to product development and quality assurance teams.
- Contribute to the creation and maintenance of our knowledge base and FAQ sections.
- Achieve and maintain customer satisfaction targets.
- Proactively identify opportunities to improve the customer support process.
Qualifications:
- High school diploma or equivalent; Associate's or Bachelor's degree in a related field is a plus.
- Proven experience in customer service, technical support, or a similar role.
- Strong understanding of common software and hardware troubleshooting techniques.
- Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
- Patience, empathy, and a customer-centric attitude.
- Proficiency in using helpdesk software and CRM systems.
- Ability to multitask and manage time effectively in a fast-paced environment.
- Adept at learning new technologies and software quickly.
- Experience in the **Surat, Gujarat** region is an advantage but not required for this remote role.
- Ability to work flexible hours, including weekends and holidays, as needed.
Senior Technical Support Engineer (Remote)
Posted 6 days ago
Job Viewed
Job Description
Responsibilities:
- Provide advanced technical support to customers via various channels, including email, chat, and phone, addressing complex software and hardware issues.
- Diagnose, troubleshoot, and resolve technical problems efficiently and effectively, ensuring minimal disruption to customer operations.
- Escalate unresolved issues to appropriate internal teams (e.g., development, QA) with detailed diagnostic information.
- Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides for both internal use and customer self-service.
- Analyze customer feedback and identify trends to proactively suggest product improvements and enhancements.
- Mentor junior support engineers, sharing expertise and best practices.
- Participate in the testing of new software releases and provide feedback on potential issues.
- Document all support interactions, resolutions, and follow-up actions accurately in the CRM system.
- Contribute to the continuous improvement of support processes and tools.
- Collaborate with product management and engineering teams to identify and resolve root causes of recurring issues.
- Manage customer expectations and ensure timely resolution of all support tickets.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- 5+ years of experience in a technical support or helpdesk role, with a focus on software applications.
- Proficiency in troubleshooting operating systems (Windows, macOS, Linux), network connectivity, and common software applications.
- Experience with SaaS products and cloud-based environments is highly desirable.
- Excellent analytical and problem-solving skills.
- Strong written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users.
- Demonstrated ability to work independently and manage time effectively in a remote environment.
- Experience with ticketing systems (e.g., Zendesk, Jira Service Desk) and remote support tools.
- Customer-centric mindset with a passion for helping others.