Technical Support - Voice / Blended - 1-2 Yrs Experience

Role Summary: We are seeking a motivated Technical Support professional with 1-2 years of experience and a Master of Design (M.Des) degree to join our team in Guwahati. The ideal candidate will provide voice and blended technical support to customers and internal teams, focusing on understanding user needs and translating them into effective solutions within the building material domain. This role requires a blend of technical acumen and design thinking to resolve issues and enhance user experience.

Key Responsibilities:

Provide first and second-level technical support via phone, email, and chat for our building material products and related software/applications.

Troubleshoot and diagnose technical issues, document solutions, and escalate complex problems to appropriate teams.

Utilize design thinking principles to understand customer pain points and propose user-centric solutions.

Maintain a high level of customer satisfaction by providing timely, accurate, and empathetic support.

Collaborate with product development and engineering teams to provide feedback on product usability and design from a support perspective.

Create and update knowledge base articles, FAQs, and user guides based on common issues and resolutions.

Assist in user training sessions and onboarding processes, leveraging design communication skills.