Senior Tech Support

Key Responsibilities Technical Support and Issue Resolution: - Handle complex technical issues requiring deep system understanding and problem resolution. - Provide Level 2 support and escalate unresolved cases to internal or external teams when necessary. - Collaborate with L2 and L3 (Development) teams to identify recurring issues and drive permanent solutions. - Assist in journey optimization and support improvement initiatives. User Onboarding and Adoption: - Conduct proactive outbound calls to onboard new users and ensure successful product adoption. - Provide user login support and guidance on system usage. - Update user manuals and support documentation as needed. Monitoring, Reporting, and Analysis: - Publish weekly Management Information System (MIS) reports on user adoption, product usage, and regulatory compliance. - Perform trend analysis of production support issues to identify common problem categories. - Coordinate with cross-functional teams to implement process improvements. Collaboration and Communication: - Work closely with internal teams (Engineering, Product, Operations) to address user-reported issues. - Maintain effective communication with stakeholders to ensure issue transparency and timely resolution. - Ensure feedback loops from users are captured and communicated to improve customer experience. Continuous Improvement: - Develop a deep understanding of user flows and product functionality. - Proactively suggest optimizations in technical operations and support processes. - Stay informed about new product releases and features to enhance user guidance. Skills: Trend Analysis, user adoption, Mis Reporting, Technical Support Experience: 3.00-5.00 Years