Technical Support Specialist

About this role

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Skills you'll use

What you'll do

• Work closely with Sectigo's customer base and sales department to understand client needs and provide proactive solutions, enhancing overall customer satisfaction.  
• Take full ownership of technical support issues, ensuring timely resolution and fostering positive customer relationships.  
• Research, diagnose, troubleshoot, and implement solutions to resolve reported issues, maintaining a high rate of first-contact resolution to meet customer satisfaction KPIs.  
• Conduct thorough inquiries with customers to quickly pinpoint issues, minimizing resolution times and improving customer experience.  
• Provide consistent and high-quality support to customers via phone, email, or chat, guiding them step-by-step until technical issues are resolved, aiming to improve average response and resolution times.  
• Deliver prompt and accurate responses to customers, ensuring communications are clear, empathetic, and professional to boost customer satisfaction scores.  
• Utilize both internal databases and external resources to provide accurate technical solutions, reducing resolution times and repeat inquiries.  
• Adhere to established procedures for escalating unresolved issues to Shift Leads, Team Leads, or relevant internal teams, maintaining workflow efficiency and a smooth escalation process.  

Who can apply

• Communicate proactively with end users, colleagues, and management to swiftly resolve issues, aligning with customer satisfaction targets.  
• Prioritize and manage multiple open issues simultaneously, meeting SLAs (Service Level Agreements) and internal timelines.  
• Accurately log and report all system-related issues to support tracking and root cause analysis, contributing to reduced future incidences. 
• Contribute to developing a robust Knowledge Base by documenting known issues and solutions, helping to decrease repeat incidents and empower both the team and customers with self-help options.  
• Actively participate in additional responsibilities and special projects, aligning efforts with the overall goal of enhancing customer service quality and operational efficiency.   
• Additional tasks associated with this position may be assigned in response to company initiatives and business needs.
• Additional tasks associated with this position may be assigned in response to company initiatives and business needs.
• This is a full-time and in-office position, reporting to our Chennai office 5 days a week.

About Sectigo

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