Senior Customer Support Specialist - Technical

Our client, a fast-growing technology company, is seeking a dedicated and highly skilled Senior Customer Support Specialist with a technical aptitude to join their team in **Visakhapatnam, Andhra Pradesh, IN**. This role is essential in providing advanced technical support to customers, troubleshooting complex issues, and ensuring a high level of customer satisfaction. The ideal candidate will possess exceptional problem-solving skills, a deep understanding of software and hardware troubleshooting, and excellent communication abilities. This is an on-site position, requiring a strong presence to assist customers directly and collaborate with the support team.

Responsibilities: Provide advanced technical support to customers via phone, email, and chat, addressing complex software and hardware issues. Diagnose and resolve technical problems efficiently and accurately, escalating issues when necessary. Guide customers through troubleshooting steps and product usage. Document customer interactions, technical issues, and resolutions in the CRM system. Develop and maintain a deep understanding of the company's products and services. Create and update knowledge base articles, FAQs, and troubleshooting guides. Identify recurring technical issues and provide feedback to the product development and engineering teams for improvement. Train and mentor junior customer support representatives. Contribute to improving customer support processes and workflows. Ensure adherence to service level agreements (SLAs) and customer satisfaction targets. Handle customer escalations and complaints with professionalism and empathy. Collaborate with other departments to resolve customer issues effectively. Proactively identify opportunities to enhance the customer support experience. Qualifications: Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience. Minimum of 4-6 years of experience in technical customer support or a similar role. Strong troubleshooting skills for software, hardware, and network-related issues. Familiarity with operating systems (Windows, macOS, Linux) and common applications. Experience with ticketing systems and CRM software. Excellent communication (written and verbal) and interpersonal skills. Ability to explain technical concepts clearly to non-technical users. Strong problem-solving and analytical abilities. Customer-focused mindset with a commitment to delivering exceptional service. Ability to work independently and as part of a team in a fast-paced environment. Patience and empathy when dealing with frustrated customers. Experience in a specific industry relevant to the client's product is a plus. Join our dedicated support team and make a tangible difference in our customers' experience.