Senior Tech Support - Pune - confidential

    confidential
    confidential Pune

    1 week ago

    Full time
    Description

    Key Responsibilities

    Technical Support and Issue Resolution:

    • Handle complex technical issues requiring deep system understanding and problem resolution.
    • Provide Level 2 support and escalate unresolved cases to internal or external teams when necessary.
    • Collaborate with L2 and L3 (Development) teams to identify recurring issues and drive permanent solutions.
    • Assist in journey optimization and support improvement initiatives.

    User Onboarding and Adoption:

    • Conduct proactive outbound calls to onboard new users and ensure successful product adoption.
    • Provide user login support and guidance on system usage.
    • Update user manuals and support documentation as needed.

    Monitoring, Reporting, and Analysis:

    • Publish weekly Management Information System (MIS) reports on user adoption, product usage, and regulatory compliance.
    • Perform trend analysis of production support issues to identify common problem categories.
    • Coordinate with cross-functional teams to implement process improvements.

    Collaboration and Communication:

    • Work closely with internal teams (Engineering, Product, Operations) to address user-reported issues.
    • Maintain effective communication with stakeholders to ensure issue transparency and timely resolution.
    • Ensure feedback loops from users are captured and communicated to improve customer experience.

    Continuous Improvement:

    • Develop a deep understanding of user flows and product functionality.
    • Proactively suggest optimizations in technical operations and support processes.
    • Stay informed about new product releases and features to enhance user guidance.

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