Technical Support Specialist

We are looking for a talented Technical Support Specialist to join our growing global team at Sectigo.

The Technical Support Specialist works closely with Sectigo's customer base and sales department to handle the day-to-day customer issues reported and see problems through to resolution. This individual assists customers with technical issues by researching, diagnosing, troubleshooting, and identifying solutions to resolve reported issues. This position is responsible for handling all escalated issues and ensuring follow-through to resolution. 
 
Please Note: The Reporting Manager and the Work Arrangement requirements may be modified and redesigned based on business needs to ensure operational flexibility and organizational effectiveness. 

This is a full-time and in-office position, working 5 days a week from our Chennai office at DLF IT Park, Manapakkam. 

Here are the core functions, responsibilities, and expectations for this role: 

• Work closely with Sectigo's customer base and sales department to understand client needs and provide proactive solutions, enhancing overall customer satisfaction.  
• Take full ownership of technical support issues, ensuring timely resolution and fostering positive customer relationships.  
• Research, diagnose, troubleshoot, and implement solutions to resolve reported issues, maintaining a high rate of first-contact resolution to meet customer satisfaction KPIs.  
• Conduct thorough inquiries with customers to quickly pinpoint issues, minimizing resolution times and improving customer experience.  
• Provide consistent and high-quality support to customers via phone, email, or chat, guiding them step-by-step until technical issues are resolved, aiming to improve average response and resolution times.  
• Deliver prompt and accurate responses to customers, ensuring communications are clear, empathetic, and professional to boost customer satisfaction scores.  
• Utilize both internal databases and external resources to provide accurate technical solutions, reducing resolution times and repeat inquiries.  
• Adhere to established procedures for escalating unresolved issues to Shift Leads, Team Leads, or relevant internal teams, maintaining workflow efficiency and a smooth escalation process.  
• Communicate proactively with end users, colleagues, and management to swiftly resolve issues, aligning with customer satisfaction targets.  
• Prioritize and manage multiple open issues simultaneously, meeting SLAs (Service Level Agreements) and internal timelines.  
• Accurately log and report all system-related issues to support tracking and root cause analysis, contributing to reduced future incidences. 
• Contribute to developing a robust Knowledge Base by documenting known issues and solutions, helping to decrease repeat incidents and empower both the team and customers with self-help options.  
• Actively participate in additional responsibilities and special projects, aligning efforts with the overall goal of enhancing customer service quality and operational efficiency.   
• Additional tasks associated with this position may be assigned in response to company initiatives and business needs.