Role & Responsibilities:

Key Responsibilities:

•Troubleshoot and resolve complex software issues in a timely manner, achieving maximum accuracy.

•Manage critical escalations, resolving advanced technical problems via phone, email, and remote desktop support. Collaborate with development teams to identify, report, and resolve recurring technical issues, improving system performance.

•Develop training materials and knowledge base content for internal staff, streamlining support processes and reducing resolution time.

•Handle user complaints and ensure that service issues are addressed quickly and professionally, contributing reduction in user churn.

•Provided expert-level troubleshooting for software, and operating system issues via phone and email support. Managed service desk ticketing system, ensuring all user issues were logged, prioritized, and resolved in a timely manner.

Preferred Candidate Profile:

•Incident, problem, and change management (ITIL practices)

•Service desk tools (e.g., JIRA, Fresh service) Application troubleshooting and issue resolution.

•Supporting web and enterprise applications SQL for data queries and issue analysis.

Experience: 2 + year