Technical Support Analyst

Position: Technical Support Analyst
Experience: 1+ Years (Preferred)
Location: Vadodara, Gujarat(Onsite)
Job Type: Full-time
Shift: Night Shift (After Midnight)

Role & responsibilities

1. Technical Support: Provide technical assistance to customers and internal teams by resolving software, hardware, and application-related issues.

2. Troubleshooting: Identify, analyze, and resolve technical issues related to software applications, databases, POS systems, and network connectivity.

3. Application Support: Handle application-related queries, investigate system errors, and ensure smooth functioning of business applications.

4. SQL & Database Management: Execute basic SQL queries, retrieve data, investigate database-related issues, and assist in resolving database errors.

5. POS System Support: Provide support for POS, retail, billing, and inventory management systems.

6. Issue Monitoring: Monitor reported issues, track their progress, and ensure timely resolution within defined timelines.

7. Coordination: Coordinate with development and technical teams to resolve complex technical issues.

8. Remote Support: Assist customers remotely using tools such as AnyDesk, TeamViewer, or other remote access applications.

9. Documentation: Maintain proper records of customer queries, technical issues, troubleshooting steps, and resolutions.

10. Customer Communication: Communicate professionally with customers, provide regular updates, and ensure customer satisfaction.

11. Technical Investigation: Analyse application logs, identify recurring issues, and help prevent similar problems in the future.

12. Shift Handover: Maintain proper communication and handover of pending issues to the next support team.