Position Overview:
Lyros Technologies Private Limited is seeking a talented and customer-focused Technical Support Associate with 6 months to 2 years of experience to join our team. As a Technical Support Associate, you will be responsible for providing excellent technical assistance and support to our customers. Your strong troubleshooting skills, effective communication, and commitment to customer satisfaction will be instrumental in ensuring a positive customer experience.

Salary Budget:

CTC – 3.8 LPA

Responsibilities:

• Respond promptly and professionally to customer inquiries and provide technical assistance via phone, email, or chat.
• Diagnose and resolve customer issues related to software, hardware, network connectivity, and other technical problems.
• Guide customers through troubleshooting steps, document issues, and track resolutions in the support ticketing system.
• Escalate complex issues to higher-level support teams when necessary and follow up to ensure timely resolution.
• Troubleshoot and resolve technical problems, including software configuration, installation, and compatibility issues.
• Perform root cause analysis to identify and address recurring or systemic technical issues.
• Create and maintain detailed documentation, knowledge base articles, and FAQs to assist customers and internal teams.
• Build strong customer relationships by providing exceptional support and understanding their unique needs.
• Actively listen to customers, empathize with their concerns, and ensure timely and effective issue resolution.
• Communicate technical information clearly and concisely to both technical and non-technical customers.
• Collaborate with cross-functional teams, including product development and quality assurance, to provide feedback and improve product performance and customer experience.
• Participate in team meetings, training sessions, and knowledge-sharing activities to enhance technical skills and stay updated on product features and updates.

Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
• 6 months to 2 years of experience in technical support or a similar customer-facing role.
• Strong troubleshooting and problem-solving skills with the ability to diagnose and resolve technical issues effectively.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts clearly to non-technical users.
• Familiarity with operating systems (Windows, macOS, Linux), software applications, and hardware components.
• Basic understanding of networking concepts, protocols, and troubleshooting (TCP/IP, DNS, DHCP).
• Experience with ticketing systems and customer support tools is a plus.
• Customer-centric mindset with a passion for providing exceptional customer service.
• Ability to work independently and collaboratively in a fast-paced and dynamic environment.

Join our team at Lyros Technologies Private Limited as a Technical Support Associate and play a crucial role in providing top-notch technical support to our customers. Your dedication, technical expertise, and commitment