Ether Technologies Limited
About Us:
Ether Technologies Ltd is a software development and IT solutions company specializing in Content Management Systems (CMS) and Software as a Service (SAAS) products. While our core expertise lies in CMS and product management solutions, we also excel in developing a wide range of software and IT solutions tailored to solve real-world problems. Our mission is to leverage cutting-edge technologies to create compelling SAAS products and deliver innovative IT solutions to meet the diverse needs of the global marketplace.
Job Description:
We are seeking a highly skilled and motivated Technical Support Specialist to join our team. The ideal candidate will have a strong technical background along with excellent communication skills to assist our customers with their technical issues and inquiries. As a Technical Support Specialist, you will be responsible for providing timely and effective support to our customers via phone, email, and chat channels. You will troubleshoot technical problems, escalate issues when necessary, and ensure customer satisfaction through prompt resolution.
Technical Support Job Responsibilities:
Provide Customer Assistance:
Offer prompt and courteous technical support to customers via phone, email, or chat channels, addressing inquiries, troubleshooting issues, and providing solutions in a professional manner.
Remote Troubleshooting and Issue Resolution:
Diagnose technical problems reported by customers, utilizing problem-solving skills, analytical thinking, and technical knowledge to identify root causes and implement appropriate solutions.
Escalation Management:
Collaborate with internal teams, including product development, engineering, and quality assurance, to escalate complex technical issues that require further investigation or resolution beyond the scope of frontline support.
Document and Track Interactions:
Record and maintain detailed logs of customer interactions, technical issues, and resolutions in CRM systems or ticketing platforms, ensuring accurate documentation and tracking of support requests for future reference.
Collaborate with Internal Teams:
Work closely with internal departments such as engineering, product development, and quality assurance to escalate complex technical issues, coordinate problem resolution efforts, and provide feedback for product improvement.
Stay Informed and Updated:
Keep abreast of product updates, technological advancements, and industry trends to remain knowledgeable and competent in providing accurate and relevant technical support to customers.
Create Technical Documentation:
Assist in creating, updating, and maintaining technical documentation, knowledge base articles, FAQs, and troubleshooting guides to provide self-service resources for customers and enhance support efficiency.
Ensure Customer Satisfaction:
Strive to meet or exceed customer expectations by delivering timely and effective solutions, following up on support cases, and proactively addressing customer concerns to ensure a positive support experience and satisfaction.
Adhere to Policies and Procedures:
Adhere to company policies, procedures, and service level agreements (SLAs) in delivering technical support services, maintaining confidentiality, and upholding quality standards in all interactions with customers and stakeholders.
Continuous Improvement:
Actively participate in training programs, skill development activities, and performance evaluations to enhance technical competencies, improve support processes, and contribute to the overall effectiveness of the technical support team.
Requirements:
- Bachelor’s degree in Computer Science, Information Technology, or related field.
- Proven experience in a technical support role, preferably in a software or technology company.
- Strong understanding of computer systems, networks, and software applications.
- Excellent problem-solving and troubleshooting skills.
- Exceptional communication and interpersonal skills.
- Ability to work independently and collaboratively in a fast-paced environment.
- Experience with CRM systems and support ticketing systems is a plus.
- Certifications such as CompTIA A+, Network+, or similar are desirable.
What We Offer:
- Monthly smart salary
- Festival Bonus
- Performance Bonus
- Health Insurance
- Company Retreat
- An opportunity to work on groundbreaking projects with a talented team.
- A culture of innovation and continuous learning.
- Flexible work hours and remote/hybrid work options.
Type: Full-time
Location: Dhaka (Gulshan 1)
Apply Online
Read Before Apply
Please read the requirements carefully before you apply.
*Photographs must be enclosed with the resume
You may also submit your CV & Video resume to hr@ethertech.ltd
Mention the name of the position you are applying for in the subject line
Application Deadline: 1 month