L3/L2 Technical Support Executive
Job Description
We are currently looking for three dedicated and experienced individuals to join our team as L3/L2 Technical Support Executives. The successful candidates will be responsible for providing technical support to end-users, troubleshooting complex issues, and ensuring the efficient resolution of escalated incidents. This role involves a combination of L3 (Level 3) and L2 (Level 2) technical support tasks, requiring a strong technical background, problem-solving skills, and excellent customer service.
Responsibilities
Technical Troubleshooting
- Investigate and resolve complex technical issues escalated from L1/L2 support teams.
- Collaborate with cross-functional teams to identify root causes and implement solutions.
Customer Communication
- Provide clear and concise communication to end-users regarding technical issues and resolutions.
- Ensure timely updates and follow-ups to maintain customer satisfaction.
Knowledge Management
- Contribute to the development and maintenance of a knowledge base for common technical issues.
- Provide training and support to L1/L2 support teams to enhance their technical expertise.
Escalation Handling
- Act as a point of escalation for challenging technical problems, collaborating with internal and external stakeholders for timely resolution.
Documentation
- Document detailed technical information, procedures, and solutions for future reference.
- Create and update support documentation to improve efficiency.
Qualifications
- Proven experience in technical support, with a focus on Level 3/L2 support.
- Strong knowledge of hardware, software, and networking technologies.
- Excellent problem-solving and analytical skills.
- Exceptional communication and customer service skills.
Careers
Apply Job
No of Openings
3
Position Type
Full-time
Salary
As per Company Norms
Location
Coimbatore
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