Job Summary
We are seeking a Process Specialist - Tech Supp with 4 to 7 years of experience to join our team. The ideal candidate will have strong technical skills in speaking English and a background in Devices / SPM or Online domains. This role requires working from the office with rotational shifts. No travel is required. Have experience on fraud investigation and Fin Crime investigation.
Responsibilities
Provide technical support to customers by addressing their queries and resolving issues efficiently.Oversee the troubleshooting process for technical problems related to Devices / SPM and Online domains.Ensure timely and accurate resolution of customer issues to maintain high customer satisfaction levels.Collaborate with cross-functional teams to identify and implement process improvements.Maintain detailed records of customer interactions and technical issues for future reference.Conduct regular training sessions for team members to enhance their technical skills and knowledge.Monitor and analyze performance metrics to identify areas for improvement.Develop and update technical documentation and support materials.Assist in the development of new support processes and procedures.Participate in team meetings and provide insights on customer feedback and technical challenges.Ensure compliance with company policies and industry regulations.Provide input on product development based on customer feedback and technical issues.Stay updated with the latest industry trends and technologies to provide the best support possible.
Qualifications
Must have strong technical skills in speaking English.Experience in Devices / SPM or Online domains is highly desirable.Should have excellent problem-solving and analytical skills.Must be able to work in rotational shifts.Should have strong communication and interpersonal skills.Must be detail-oriented and able to maintain accurate records.Should have the ability to work independently and as part of a team.Must be proactive in identifying and addressing potential issues.Should have experience in developing and updating technical documentation.Must be able to conduct training sessions effectively.Should have a good understanding of customer service principles.Must be able to provide input on product development based on customer feedback.Should stay updated with the latest industry trends and technologies.
Certifications Required
ITIL Foundation Certification CompTIA A+ Certification
