Technical Support Specialist

Role Overview

We are seeking a talented Technical Support Specialist to join our global team in Chennai.

Key Responsibilities

• 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.
• Conduct thorough inquiries with customers to quickly pinpoint issues, minimizing resolution times and improving customer experience.
• Provide consistent and high-quality support via phone, email, or chat, aiming to improve average response and resolution times.
• Prioritize multiple open issues simultaneously, meeting SLAs (Service Level Agreements).
• Contribute to developing a robust Knowledge Base by documenting known issues and solutions.

Requirements & Qualifications

Bachelor's degree in computer science or equivalent experience.

Experience: Minimum 1+ years of Customer Support/Help Desk (1-3 years strongly preferred).

Skills:

• Sound knowledge of Internet and Computer Networks, DNS, Active Directory.
• Proficiency in Windows, Linux / Mac OS.
• Knowledge in HTML, JavaScript, Web Security concepts, API requests/response, and Web Servers/Hosting Platforms.
• Understanding of SSL/TLS protocols, Cryptography Concepts, Certificates, Certification Authorities (advantage).

This is a full-time position reporting to our Manager, Technical Support. Targeted compensation: INR 4,00,000 - INR 4,50,000.