Cybernetics Software Pvt. Ltd - Technical Support

About Us Cybernetics Software Pvt. Ltd we are looking for a skilled and customer-focused Technical Support Engineer to provide assistance and troubleshooting for our software, hardware, and network systems. The ideal candidate will have strong problem-solving skills, technical expertise, and excellent communication abilities to ensure client satisfaction and efficient resolution of technical issues. Key Responsibilities ● Issue Resolution: ○ Respond to customer inquiries and technical issues via phone, email, or chat in a timely manner. ○ Diagnose and troubleshoot hardware, software, and network-related problems. ○ Provide step-by-step guidance to clients to resolve issues. ● Documentation: ○ Maintain accurate records of customer interactions and technical issues in the ticketing system. ○ Document frequently asked questions (FAQs) and create knowledge base articles for future reference. ● Escalation Management: ○ Identify critical issues and escalate unresolved problems to higher-level support teams or engineers. ○ Follow up to ensure timely resolution of escalated cases. ● Customer Interaction: ○ Ensure a high level of customer satisfaction by maintaining a professional and empathetic approach. ○ Provide updates to clients on the status of their issues and expected resolution timelines. ● System Monitoring: ○ Monitor systems, networks, or applications for performance and operational issues. ○ Address system alerts and errors promptly. ● Training and Support: ○ Assist customers in understanding product features and best practices. ○ Provide training or walkthroughs as needed to enhance user experience. ● Product Feedback: ○ Collect feedback from customers regarding product performance and usability. ○ Collaborate with development or engineering teams to suggest improvements based on customer input. ● Technical Skills: ○ Proficiency in operating systems (Windows) ○ IIS ○ Knowledge of networking protocols, hardware troubleshooting, and software applications. ● Soft Skills: ○ Strong verbal and written communication skills. ○ Exceptional problem-solving and analytical abilities. ○ Ability to work under pressure and manage multiple tasks simultaneously. Certifications (Optional): CCNA, Networking Pass-out Year: 2023, 2024, 2025 Requirements Required Skills ● Customer-centric mindset. ● Exceptional verbal communication skills ● Team collaboration. ● Technical adaptability and eagerness to learn. ● Proactive approach to issue resolution. ● Self-driven with the ability to work independently and in a team.