Technical Support Specialist

Join ETS in Delhi, India, as a Technical Support Specialist within our dynamic support team. This role is crucial as the primary point of contact for PSI exam takers, candidates, and students, offering exceptional technical and customer support via phone and chat. You will operate in a technology-rich environment, providing assistance for PSI's delivery platforms and testing modes, ensuring all interactions are meticulously documented in our ticketing system, such as JIRA Service Management (JSM).

This position requires a strong technical aptitude, excellent communication, and a dedication to customer satisfaction. As part of a 24x7 global support operation, you will participate in rotational shifts, including weekends and holidays, to ensure continuous service delivery. You'll gain in-depth knowledge of operating systems, applications, troubleshooting methodologies, and develop specialized expertise in PSI's diverse systems and platforms.

Key Responsibilities:

• Provide first-level technical and customer support via phone and chat.
• Troubleshoot and resolve issues related to PSI delivery platforms, applications, and testing environments.
• Maintain accurate records of customer interactions and resolutions in the ticketing system.
• Take ownership of issues from initial contact to final resolution.
• Utilize remote support tools and other technical applications.
• Escalate complex issues to Tier 2 support or leadership.
• Develop and maintain a comprehensive understanding of technical support operations and PSI systems.
• Adhere to company policies, processes, and procedures.

Required Skills and Experience:

• A minimum of one year of experience in Technical Support, Helpdesk, or Service Desk roles within a BPO or IT-BPO setting.
• Solid understanding of basic computer operations, internet connectivity, and email protocols.
• Familiarity with PC hardware, software, and fundamental troubleshooting.
• Excellent customer service, problem-solving, and attention-to-detail skills.
• Working knowledge of internet technologies, networking fundamentals, and email systems.
• Proficiency in Microsoft Office applications (installation, operation, support).
• Strong verbal and written communication abilities, producing professional correspondence.
• Ability to multitask, stay organized, and perform effectively in a fast-paced environment.

Educational Requirements:

• Graduate with a 3-year degree.

Preferred Qualifications:

• Certifications such as ITIL Foundation, CompTIA A+/Network+, Microsoft Fundamentals, or Google IT Support Professional are advantageous.

ETS is committed to fostering innovation, lifelong learning, and professional growth. We offer competitive compensation and benefits, and encourage our employees to engage in their passions, including volunteer work. As an Equal Opportunity Employer, ETS values diversity and is dedicated to providing a respectful and inclusive work environment for all.