Job openings for Customer Technical Support Officer in Nashik

Key Responsibilities
L1/L2 Technical Troubleshooting: Diagnose, isolate, and resolve client-facing problems related to platform access, software installation, configurations, API integrations, and user credential management.
Ticketing & Lifecycle Management: Log, prioritize, and track all incoming technical support issues using enterprise desk software (e.g., Jira Service Management, Zendesk, ServiceNow). Ensure strict adherence to predefined Service Level Agreements (SLAs).
Root-Cause Documentation: Collect systematic logs, screenshots, and step-by-step reproduction flows for recurring glitches; update internal technical databases to speed up future resolutions.
Strategic Escalation Coordination: When bugs require deep code rewrites or database modifications, compile complete technical summaries and seamlessly transfer the ticket to L3 senior systems analysts or product engineering wings.
Customer Onboarding Assistance: Guide technical administrators at client firms through the initial setup phases, remote software deployments, firewall modifications, and configuration adjustments.
Knowledge Base Expansion: Author clear, accessible user guides, FAQs, and step-by-step documentation to empower customers to self-solve common technical questions.