Technical Support Specialist(International voice process)

Job Title: Customer Technical Support Specialist

Department: Digital Health Operations

Experience : 3-5 Years

Location : Remote

Position Summary The Customer Technical Support Specialist is a hands-on technical support role focused on investigating, troubleshooting, and resolving moderately complex technical issues across devices, software applications, and system workflows. While issues may vary in complexity, this role will require structured problem-solving, analytical thinking, and the ability to evaluate multiple potential causes to determine appropriate resolutions. The Specialist is expected to build foundational analytical troubleshooting skills while developing deeper technical knowledge of products, platforms, and customer use cases over time.

Essential Duties and Responsibilities

• Serve as a point of contact for customers via phone, email, and CRM systems, managing assigned cases through resolution.
• Troubleshoot technical issues by gathering relevant information, reviewing system behavior, and following structured investigative approaches.
• Perform analysis of device behavior, application functionality, configuration settings, and user workflows to identify root causes.
• Support customers using the company’s mobile applications on both Apple (iOS) and Android devices, including MDM-provisioned and BYOD (Bring Your Own Device) environments.
• Learn and apply troubleshooting techniques specific to mobile app behavior, device permissions, operating system restrictions, and enrollment configurations.
• Escalate complex or unresolved issues with clear documentation and supporting evidence when appropriate.
• Communicate findings, next steps, and resolution updates clearly to customers and internal teams.
• Develop growing technical proficiency across devices, software platforms, and integrated systems.
• Identify recurring issues and contribute observations to help improve support processes and documentation.
• Assist with customer training and education by translating technical concepts into clear guidance.

-Perform basic interpretation and validation of sensor‑generated data to assist in troubleshooting, identifying root causes, and determining appropriate solutions.

Detailed Work Activities

• Perform issue investigation by reviewing case details, reproducing reported behaviors, and validating system or device configurations.
• Analyze interactions between devices, mobile applications, operating systems, and backend systems.
• Support troubleshooting across iOS and Android mobile platforms, including managed (MDM) and unmanaged (BYOD) devices.
• Review logs, screenshots, reports, and user-provided data to support issue resolution.
• Review and interpret basic sensor data outputs to validate expected behavior, identify anomalies, and support issue diagnosis.
• Document troubleshooting steps, findings, and outcomes accurately in the CRM.
• Collaborate with senior support staff and cross-functional teams as part of issue escalation and learning.
• Protect PHI and sensitive client data in all communications and investigative activities.
• Contribute to internal knowledgebase updates and learning resources.
• Manage multiple cases concurrently while prioritizing work based on urgency and guidance.
• Perform additional support-related duties as assigned.

Required Qualifications

• 1–2 years of experience in customer support or technical troubleshooting roles.
• Demonstrated ability to follow logical troubleshooting processes and analyze issues beyond surface symptoms.
• Strong problem-solving aptitude and willingness to learn analytical troubleshooting techniques.
• Solid written and verbal communication skills.
• Proficiency with Windows environments and Microsoft Office applications.
• Prior experience with CRM or ticketing systems preferred.

Technical Skill Set

• Device, software, sensor data, and application troubleshooting.
• Foundational analytical investigation techniques.
• Supporting mobile applications on iOS and Android platforms.
• Familiarity with MDM-managed and BYOD device concepts.
• Microsoft Excel for basic data review and troubleshooting.

Suitable Candidates can share the resume to my mail ID priya.dharshini@thewhiteboard.co.in for an immediate response.

Regards,

Priyadharshini.C The Whiteboard