Key Responsibilities:
● Serve as the first point of contact for all technical queries from internal teams.
● Resolve technical issues effectively and within defined SLA/TAT.
● Log, track, and manage issues via the company's ticket management system (e.g., Freshdesk, Zendesk, Jira, or similar).
● Provide timely status updates to users regarding open issues and resolutions.
● Collaborate with development, QA, and operations teams for complex issue resolution.
● Conduct basic root cause analysis and escalate issues to appropriate departments if required.
● Maintain documentation of common issues and resolutions for building a robust knowledge base.
● Suggest process improvements for ticket resolution efficiency and user satisfaction.
● Participate in regular team meetings and technical discussions to stay updated with system changes and new features.
● Provide basic testing support using tools like Selenium, Python scripts, or others if required.
● Train and guide users on minor technical troubleshooting when needed.
Qualifications & Skills Required:
● Bachelor's degree in Computer Science, Information Technology, or a related field.
● Prior experience in a technical support or IT helpdesk role.
● Hands-on experience with ticketing systems like Jira, Freshdesk, or similar platforms.
● Familiarity with basic testing frameworks (e.g., Selenium, Python-based testing) is highly desirable.
● Strong troubleshooting and problem-solving skills.
● Good understanding of web and mobile application functionality.
● Ability to prioritize and manage multiple issues simultaneously.
● Excellent written and verbal communication skills.
● A customer-first mindset with strong interpersonal skills.
● Ability to work independently and proactively in a fast-paced environment.
Good to Have:
● Basic knowledge of APIs, Postman, or SQL queries for data validation.
● Experience supporting SaaS products or cloud-based applications.
● Familiarity with Agile/Scrum processes.
● Certification in ITIL, ISTQB, or similar frameworks would be a plus.
Upman Placements is a firm of Researcher & Recruitment Specialists. The company started life in 2002 in India as a recruitment specialist firm. The company has built a stellar reputation for high ethical standards, a specialized focus and unparalleled service. Emerged As one of the only truly global specialized staffing firms focusing exclusively in professional positions for our clients spread across more than 20 countries with a sizable presence across industry levels. With footprints in competitive markets of India, Europe, United Kingdom, Middle East, Singapore, Malaysia, Philippines, Indonesia, Brunei and East & Central African countries.