Technical Support Specialist
7 days ago
Job Title: 1st Line Customer Support Analyst
Job Description:
About the Role:
We are seeking a highly skilled and experienced 1st Line Customer Support Analyst to join our team at YourPrime. As a key member of our support team, you will be responsible for providing technical support to our customers, resolving issues efficiently, and ensuring a high level of customer satisfaction.
Key Responsibilities:
- Provide technical support to customers via phone, email, or chat
- Conduct detailed troubleshooting and issue replication
- Manage and resolve support tickets in line with SLA
- Prepare and manage change requests and incident reports
- Implement technical changes and manage deployments
- Follow internal support processes and governance
- Maintain internal WIKI, troubleshooting, and install guides
- Escalate critical support issues as per customer contracts
- Participate in on-call support rota (24/7 cover, overtime pay applicable)
- Support SDMs & Account Manager with reporting and reactive customer support
- Manage Major Incident Management (MIM) and P1/P2 out-of-hours (OOH) processes
Additional Responsibilities:
- Support the Testing Team as needed
- Maintain knowledge of PC, RF, handheld, infrastructure, and related technologies
- Install and troubleshoot equipment on customer premises
- Fulfill other responsibilities as required by our client, including management requests
- Maintain proficiency with internal tools (Service Tonic, JIRA, Confluence)
Requirements:
- Strong technical knowledge and problem-solving skills
- Excellent communication and customer service skills
- Ability to work in a fast-paced environment and prioritize tasks effectively
- Experience with IT support and customer service
- Knowledge of software solutions and technical infrastructure
What We Offer:
- Competitive salary and bonus structure
- Opportunities for career growth and professional development
- Collaborative and dynamic work environment
- Recognition and rewards for outstanding performance
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