Tech Support – SMS

Key Responsibilities

• Provide assistance to customers or employees via phone, email, chat, or remote access.
• Troubleshoot technical issues and escalate complex problems when necessary.
• Guide users through step-by-step solutions and document resolutions.
• Collaborate with other teams to improve processes and resolve recurring issues.
• Maintain a high level of professionalism and customer service.
• Monitor system performance and report outages or critical issues.
• Maintain logs of technical support interactions and issues.
• Should have understanding of incident management and change management.
• Travel to various locations to meet customers as required.

Qualifications and Skills

• Strong verbal and written communication skills.
• Good problem-solving and analytical abilities.
• Technical knowledge related to API’s.
• Understating of API testing tools like postman.
• Experience with customer service tools (CRM, ticketing systems).
• Ability to multitask and handle pressure.
• Patience and empathy when dealing with customer concerns.