Technical Support Specialist at Mumzworld.com in Bengaluru/Bangalore, India

Mumzworld.com is seeking a proactive and customer-focused Technical Support Specialist to join our dynamic team in Bengaluru/Bangalore, India. As the first point of contact for customers facing technical challenges, your primary goal will be to ensure accurate troubleshooting, deliver timely resolutions, and provide an exceptional service experience. This role involves close collaboration with the Technical Support Team Lead and cross-functional teams, including IT, Product, Operations, and Development, to effectively resolve escalated issues.

Key Responsibilities

• Provide first-level technical support to customers.
• Troubleshoot issues related to website functionality, mobile applications, user accounts, orders, and payment processing.
• Meticulously record and track support cases within our ticketing system, such as Jira.
• Escalate complex technical issues to senior support members or development teams as required.
• Collaborate effectively with internal departments to ensure seamless order fulfillment and swift issue resolution.
• Identify recurring technical problems and contribute to the development of a comprehensive knowledge base.
• Adhere to Service Level Agreements (SLAs) and maintain high support quality standards.
• Participate in shift rotations to provide extended support coverage when necessary.
• Stay informed about new product features and platform updates to enhance support capabilities.

Qualifications & Skills

• A Bachelor's degree in Computer Science, Information Technology, or a closely related field, or equivalent practical experience.
• Minimum of 1-3 years of experience in technical support, helpdesk operations, or customer-facing IT roles.
• Familiarity with e-commerce platforms and their functionalities is essential.
• Demonstrated strong analytical and troubleshooting skills.
• Excellent written and verbal communication abilities in English; proficiency in Arabic is considered a plus.
• Proven ability to thrive in a fast-paced work environment and manage multiple priorities effectively.
• A strong customer-centric mindset with exceptional problem-solving capabilities.