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Technical Support Specialist Job Description: Top Duties and Qualifications

Your job description is the first contact between your company and your new recruit. With millions of people searching for jobs on Indeed each month, a great job description can help you attract the most qualified candidates to your open position. To get you started, here are some tips for creating an effective job description.

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Technical Support Specialist job title

An effective job title wiil typically include a general term, the level of experience and any special requirements. The general term will optimize your job title to show up in a general search for jobs of the same nature. The level of experience will help you attract the most qualified applicants by outlining the amount of responsibility and prior knowledge required. And if your position is specialized, consider including the specialization in the job title as well. But avoid using internal titles, abbreviations or acronyms to make sure people understand what your job posting is before clicking.

  • Technical Support Specialist
  • Technical Support Specialist (3+ Years’ Experience)
  • Certified Technical Support Specialist
  • Technical Support Specialist (Part-Time)
  • Technical Support Agent
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Technical Support Specialist Job Description Examples:

Example 1

Hiring !
international Technical process specialist(SME)
semi voice/chat support
Mandatory B2C chat process experience
Multiple chat Dual chat experience is required
5 days working work from home on current basisIntermediate knowledge of T/S Small Forms (iOS, Android, Windows)

Intermediate knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite, of O365, Messaging, Outlook 2013-19, Skype for Business, Microsoft Teams, SharePoint and OneDrive for Business, Exchange Email configuration etc....

Salary up to 7lpa
HR Sushmitha


Required Candidate profile

troubleshooting , active directory ,operating system , international semi voice , duel chat support , google work space ,ticketing , dns, customer support , technical support , office 365, out look , Email migration hybride migration microsoft, share point admin support , chat experiance
ticketing tools

Job Type: Full-time

Salary: ₹25,000.00 - ₹580,000.00 per month

Schedule:
  • Rotational shift



    Ability to commute/relocate:
  • Bengaluru, Karnataka: Reliably commute or planning to relocate before starting work (Required)

    Education:
  • Bachelor's (Preferred)


    Speak with the employer
    +91

    • Example 2

    Location:Garowe OR Kenya

    Responsibilities

  • Interfaces with customers and Client Facing Staff over email and ticketing system to document and track issues, resolve issues, implement corrective actions, disseminate information to Back Office roles (i.e., Developers, Data Team, Project Managers, etc.).
  • Day to day troubleshooting and resolutions of Tier 1 and 2 support issues via chat, email, phone, and/or using remote desktop tools
  • Acts to support the project team, as needed, tracking tasks and reporting progress.
  • Analyzes users' requests and user remote support to troubleshoot and analyze issues faced by customers.
  • Performs successful and timely execution of tasks related to new projects, enhancements, and processes.
  • Delivers quality reports by analyzing and testing data, escalating issues as required to troubleshoot errors, and ensure valid information.
  • Be well-versed in handling technical queries for the specific product(s).
  • Ensures quick response to all incoming customer queries either over the phone, email, or chat.
  • Works with Product Specialists and assists in the development of material to help support the business' understanding and usability of the application.
  • Learns about competing products and be aware of the market landscape
  • Works closely with the product as well as Client Facing Teams to achieve the overall objective of customer happiness.
  • Other projects and duties as assigned.

    Requirements

  • Detail-oriented and committed to a high level of accuracy.
  • Excellent oral communication skills and listening skills.
  • Good interpersonal and consultative skills.
  • Demonstrated ability to manage multiple projects and competing priorities simultaneously.
  • Ability to analyze vague data inquiries and clarify specific tasks, next steps, and deliverables.
  • Excellent root cause analysis skills and problem-solving.
  • Problem analysis and impact analysis of the issues reported.
  • Experience with metrics gathering, tracking, and reporting.
  • Maintain good professional relationships with counterparts of engineering and Product Specialist departments.
  • Strong SQL skills for data analysis and report generation as per business requirements
  • Supervise all alerts related to application and system procedures and provide services proactively.
  • Develop, sustain, and evaluate delegated business processes and related applications.
  • Solving the technical queries which are escalated from the clients

    Job Type: Full-time

    Salary: ₹240,000.00 - ₹600,000.00 per year

    Schedule:
  • Day shift
  • Morning shift

    Ability to commute/relocate:
  • Chennai, Tamil Nadu: Reliably commute or planning to relocate before starting work (Required)

    Application Question(s):
  • This position is an Onsite role in Garowe or Kenya. Will you be interested in taking up this role?

    Experience:
  • Technical support: 2 years (Preferred)

    • Example 3

    Designation: Lead Technical support Engineer

    Location: Indore (M. P.)

    Role: Full time WFO

    Job Description:

    We are looking for a Lead Technical Support Engineer to provide enterprise-level assistance to our customers. You will responsible to handle the team and diagnose and troubleshoot software and hardware problems and help our customers install applications and programs. Lead Technical Support Engineer responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support. You will use email and chat applications to give clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals.

    Responsibilities: ·

  • Proven work experience as a Lead Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role.
  • Expereince handling the team members and making them align with requirement.
  • Hands-on experience with Windows/Linux/Mac OS environments.
  • Acknowledge an incident and track tickets until successfully resolved.
  • Do log analysis and data analysis to understand the problem and find root-cause.
  • Proactive monitoring of systems and communication with customers regarding any variance in service levels.
  • Gather and analyse information about the user’s issue and determine the best way to resolve their problem.
  • Log, categorize, prioritize, track, and route incidents reported by users or alarms raised by monitoring tools.
  • Ultimately, you will be a person our customer’s trust. They will rely on you to provide timely and accurate solutions to their technical problems.
  • Good understanding of computer systems, mobile devices and other tech products.
  • Ability to diagnose and troubleshoot basic technical issues.
  • Familiarity with remote desktop applications and help desk software.
  • Excellent problem-solving and communication skills.
  • Ability to provide step-by-step technical help, both written and verbal.

    Job Type: Full-time

    Salary: ₹500,000.00 - ₹800,000.00 per year

    Schedule:
  • Day shift
  • Monday to Friday
  • Night shift
  • Rotational shift

    COVID-19 considerations:
    Yes

    Education:
  • Bachelor's (Preferred)

    Experience:
  • Technical support: 5 years (Required)
  • Cold calling: 5 years (Required)

    Speak with the employer
    +91 Deadline: 24/06/2022

    • Example 4

    Job Title:Technical Support Specialist

    Department/Group:Support

    Location:Remote Work/ Anywhere in India

    Travel Required:No

    Level/Salary Range:INR 6 to 11 Lacs p.a

    Position Type:Full-time

    Shift Time: 7pm to 4am IST

    *J OB S Ummary-The TSS will provide subject matter expert contribution and influence the solutions development efforts. You will excel in new environments and challenges where innovation and creativity are encouraged.

    *R OLE AND R Esponsibilities
  • Efficiently understand and be able to escalate complex technical issues to engineering staff
  • Advanced technical knowledge of mobile and web applications
  • Ability to update technical documents
  • Train customers on how to install and use the company’s products via web conferencing
  • Support sales with after-sale customer support, including sending relevant documentation and information to customers, ensuring that the product implementation is progressing according to the schedule, etc.
  • Knowledge of support ticketing tools such as Jira and Confluence for documenting.
  • Provide technical support to customers via phone and email
  • Solve technical issues with company’s products by using available resources
  • Accurately process and record support and training interactions
  • Enjoys working in a technically challenging environment that allows you to show your creativity and problem-solving abilities
  • Has an inquisitive and open mind, enjoys learning about new technologies and has demonstrated the ability to provide rapid solutions to complex problems
  • Experience working directly with user/customer base, with an ability to have a positive impact on activities from a distance
  • Rapidly learn Field service management and ERP system space · Understand product integrations
  • Maintain strong customer relationship
    *QUalifications AND EDucation REquirementsExperience working in a start-up environment

  • Experience in technical support, software industry A MUST and experience doing remote support
  • Proven analytical and problem-solving abilities and adaptability, attention to details and organizational skills
  • Knowledge of ERP system
  • Knowledge of MS SQL
  • Knowledge of database structure
  • Knowledge of JIRA service desk or similar software
  • Good knowledge of creating a knowledge base using various visual tool
  • At a minimum holds a bachelor’s degree in MIS with accounting, or a related field of study, with at least 2- 3 years of application support experience
  • Must have advanced knowledge of accounting and or accounting software and Payroll software
  • Must have strong verbal and written English skills (Customers mostly located in the US and Canada)

    *PReferred SKILLS: -Knowledge of ERP software, Payroll and Accounting software

    Job Type: Full-time

    Salary: ₹500,000.00 - ₹1,100,000.00 per year

    Benefits:
  • Provident Fund
  • Work from home
    Schedule:
  • Monday to Friday
  • US shift

    COVID-19 considerations:
    Working from Home

    Application Question(s):
  • Do you have knowledge of ERP software, Payroll and Accounting software?

    Education:
  • Bachelor's (Preferred)

    Experience:
  • Technical support: 3 years (Required)
  • ERP Analyst: 3 years (Required)
  • Balance sheet reconciliation: 3 years (Required)
  • MIS: 3 years (Preferred)
  • L2, L3 Support: 3 years (Preferred)

    Language:
  • English (Required)

    Shift availability:
  • Night Shift (Preferred)

    Speak with the [phone number]

    • Example 5

    Have you ever wanted to be on the ground floor of a well-funded, rapidly growing global startup that is disrupting the grocery industry? We are a dedicated team of professionals with a passion for grocery and who help grocers thrive by making sure our team at Takeoff thrives. Our core values are what drive our decisions every day. We foster an accessible, approachable, and supportive environment and work together to reach new milestones and motivate each other towards excellence. Our team is on a mission to transform the grocery industry for the better.

    Are you looking to make an impact daily and help us disrupt a 100 year old industry? If so, please continue reading!

    Takeoff Technologies, a Massachusetts-based tech company, is the creator of the world’s first automated micro-fulfillment center (MFCs) that transforms the way people access groceries. Our solution provides retailers with the most cost-efficient way to fulfill their online grocery orders, using automated, hyperlocal micro-fulfillment centers.

    We're taking Takeoff Technologies to the next level and looking for team members for our Technical Support team that likes to move fast, thrives on solving difficult problems and loves working with people! This person will be a part of a new Technical Support team in India. The Technical Support team at Takeoff Technologies is a global team, working around the clock to assure that our clients' sites are operating at peak performance. The team uses a variety of technologies to help monitor and correct issues on site. You’ll get an opportunity to not only work with software, but also cutting-edge robotics.

    Candidates may work in either Pune or Chennai office locations.

    What you will be asked to do

  • Provide frontline client technical support - understand the issue, reassure the customer, providing solutions, communicate with developers, and report on the resolution
  • Contribute to documentation for client training and troubleshooting
  • Work cross-functionally with Product, Technology, and Operations teams to continually improve performance and enable growth
  • Gather required information from clients and escalate issues to other internal resources according to the predefined process as required
  • Document all steps and procedures followed to troubleshoot and resolve issues within our tracking tool
  • Manage other projects as assigned

    Skills necessary for success:

  • At least 1 years of work experience
  • Very good level of English, both written and verbal
  • Experience working with helpdesk tools/remote monitoring/databases/APIs
  • Excellent communication skills, both written and verbal
  • Flexible, growth mindset with a focus on problem-solving
  • Thrives in a fast-paced, rapidly changing environment
  • Comfortable working with new technology and data
  • Experience in an entrepreneurial setting, able to take initiative and work well cross-functionally
  • Ability to balance working independently with confidence while being an integrated part of a strong team
  • Technical education
  • Willingness to work 8 hours shifts

    Reasons why people love working at Takeoff:

  • We're a successful, rapidly-growing startup with an entrepreneurial vibe
  • We're disrupting the eGrocery industry with our innovative business model
  • We're passionate about what we do
  • We get to be creative on a daily basis
  • You'll work with a smart, experienced leadership team that wants to do it right, and is open to new ideas
  • We believe in autonomy, and reward those who take initiative

    Candidates may work in either Pune or Chennai office locations.

    #LI-GT1

    Still need more convincing as to why you should go ahead and apply? Take a look at what our employees are saying here [website] about what the experience and day to day is like at Takeoff!

    Equal Opportunity Employer


    Our culture revolves around our core values of respect, initiative, collaboration, adaptability and diversity. As people, we value hard work, but we balance it with socializing as a team, respecting our time outside of work, and appreciating our coworkers’ unique walks of life.


    Takeoff is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Learn more at [website] We believe that diversity is critical to the growth of our company; we foster an environment where everyone has a voice and views the Takeoff team as their second Type: Full-time

    • Technical Support Specialist job summary

    A good job description starts with an attention-grabbing summary of the position and its role within your company. Your summary should provide an overview of your company and expectations for the position. Outline the types of activities and responsibilities required for the job so job seekers can determine if they are qualified, or if the job is suitable for them.

    Example of a Technical Support Specialist job summary

    Our design and programming teams are the best in the world at creating security software for Windows operating systems, but sometimes customers have difficulty navigating these programs. Therefore, we’re looking for a Technical Support Agent to handle phone support requests from our clients. You will be responsible for walking customers through the process of achieving their goal with the software, whether the problem relates to a user error, a bug or something else entirely. The Technical Support Agent will also be responsible for communicating with our design and programming staff about suspected software problems. If this sounds like a good fit, get in touch.

    Technical Support Specialist responsibilities and duties

    The responsibilities and duties section is the most important part of the job description. Here you should outline the functions this position will perform on a regular basis, how the job functions within the organization and the title of the manager the person will report to.

    • Walk customers through the process of installing the software on their machines and starting up the program for the first time
    • Help customers troubleshoot issues they encounter while using the software and provide actionable tips to resolve the problem
    • Send technical documentation to customers who have lost or misplaced theirs
    • Refer difficult cases to a senior analyst or support tech
    • Assume remote control over customers’ computers when necessary to resolve problems
    • Make hardware recommendations for customers whose machines cannot support the software

    Technical Support Specialist qualifications and skills

    Next, outline the required and preferred skills for your position. This may include education, previous job experience, certifications and technical skills. You may also include soft skills and personality traits that you expect from a successful candidate. While it may be tempting to include a long list of skills and requirements, including too many could dissuade qualified candidates from applying. Keep your list of qualifications concise, but provide enough detail with relevant keywords and terms.

    • High school diploma/GED required
    • Minimum 1 year experience in information technology or technical support
    • Extensive familiarity with Windows operating systems
    • Working knowledge of security software options and functionality preferred
    • CompTIA A+ certification a plus
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    Job Description Examples

    Need help writing a job description for a specific role? Use these job description examples to create your next great job posting. Or if you’re ready to hire, post your job on Indeed.

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