Role Summary:
We are seeking a dedicated and customer-focused Technical Support professional to join our dynamic team. The ideal candidate will provide first-level technical assistance and support for incoming queries and issue requests related to banking applications, systems, and hardware. This role involves both voice and blended communication channels to ensure timely and effective resolution of technical issues for our internal and external customers within the BFSI sector.

Key Responsibilities:

• Respond to technical queries and requests for support via phone, email, chat, and other communication channels.
• Diagnose and resolve technical hardware and software issues.
• Identify and escalate situations requiring urgent attention to the appropriate team or supervisor.
• Track and document all incidents and resolutions in the ticketing system.
• Provide end-user training on basic technical functionalities.
• Maintain a high degree of customer service for all support queries.
• Assist in the creation and maintenance of technical documentation and knowledge base articles.