Customer Support Specialist

Job Description

About Us: DATOMS is an IoT software platform that streamlines asset management and operations for equipment manufacturers, leasing and rental companies, and enterprises utilising machine learning, artificial intelligence, and the internet of things. Our scalable solution can be customized to meet the unique needs of each client and is trusted by top companies around the globe. Job Summary: We are seeking a proactive and dedicated Tech Support Executive to join our team in Bangalore. The ideal candidate will have 1-3 years of experience in providing technical support for software or hardware systems and be proficient with Freshdesk ticketing systems. This role demands strong problem-solving skills, effective communication, and the ability to work efficiently in a fast-paced environment. Key Responsibilities: - Provide technical support to clients and internal teams via phone, email, and Freshdesk ticketing system. - Troubleshoot and resolve software and hardware issues promptly and accurately. - Resolve tickets within defined SLAs and maintain ticketing records in the Freshdesk system. - Escalate complex technical issues to relevant teams and follow up to ensure resolution. - Document all support activities, including problem diagnosis, troubleshooting steps, and resolutions, in the ticketing system. - Assist in the setup, installation, and configuration of software and hardware as needed. - Collaborate with other teams to ensure customer satisfaction and provide feedback on recurring issues to improve service quality. - Stay updated on the latest developments in software and hardware relevant to the company's offerings. Qualifications: - 1-3 years of experience in technical support roles. - Proficiency in using Freshdesk ticketing system. - Experience with supporting software and hardware systems. - Strong troubleshooting and problem-solving skills. - Excellent verbal and written communication skills. - Ability to work independently as well as part of a team. - Bachelor's degree in Electronics, Electrical or Related field.