<div>Hunarstreet Technologies is focussed on making recruitment a reliable, fast, and transparent process. We are focussed on the myriad job opportunities in the Indian start-ups and understand these requirements in all its colours and designs. We are able to achieve a success rate of 87% in relevancy of candidates to the job position and 62% success rate in closing positions shared with us. Let us help you build a great team !! Drop an email at pramod@hunarstreet.com</div>

Hunarstreet Technologies

<div>We are hiring for a&nbsp;<strong>Technical Support - Tier 2</strong>&nbsp;position for one of our clients, a leading software development company. The client is seeking a dynamic and energetic individual with extensive experience in troubleshooting, configuration, and break/fix, especially in handling integration issues.</div><div><br></div><div><strong>Job Title:</strong>&nbsp;Technical Support - Tier 2</div><div><strong>Location:</strong>&nbsp;Remote</div><div><strong>Experience:</strong>&nbsp;5+ years</div><div><strong>Shift Timings:</strong>&nbsp;5 PM to 2 AM IST</div><div><br></div><div><strong>Role Overview:</strong></div><div>As a&nbsp;<strong>Technical Support - Tier 2</strong>, you will play a key role in providing exceptional support to both new and existing customers. You will work on complex customer issues that cannot be resolved at the Tier 1 level, focusing on installation, configuration, and troubleshooting of integrations.<strong>What You Will Do:</strong></div><ul><li>Provide support to meet the specific needs of customers.</li><li>Install and configure integrations.</li><li>Record, track, and document the help desk problem-solving process through to final resolution.</li><li>Respond promptly to requests and issues.</li><li>Follow incidents through to resolution and provide regular updates to customers.</li><li>Test new functionality and collaborate with the product team on launches.</li><li>Handle customer complaints with empathy and professionalism.</li><li>Work with internal teams to resolve any customer issues.</li><li>Report to the VP of Customer Success to enhance the knowledge base and automate customer support communication.</li><li>Resolve Tier 1 and Tier 2 support tickets, escalating to Tier 3 when necessary.</li></ul><div><strong>Key Tasks &amp; KPIs:</strong></div><ul><li>Troubleshoot and resolve technical issues.</li><li>Respond to tickets in alignment with SLA guidelines.</li><li>Understand client needs, handle support requests, and resolve product-specific questions and technical issues.</li></ul><div><strong>Required Skills &amp; Qualifications:</strong></div><ul><li>Bachelor's Degree in any field from a recognized university or equivalent.</li><li>5+ years of experience in a helpdesk or customer support environment.</li><li>2+ years in a similar role (Tier 2 or higher).</li><li>Hands-on experience in technical support.</li><li>Excellent written and verbal communication skills.</li><li>Strong computer skills.</li><li>Experience with&nbsp;<strong>Zendesk</strong>&nbsp;is required; experience with&nbsp;<strong>Salesforce</strong>&nbsp;or&nbsp;<strong>HubSpot</strong>&nbsp;is a plus.</li><li>High attention to detail and data proficiency.</li></ul><div><br></div><div>If you are a team player with a strong technical background and excellent communication skills, we would love to hear from you! Apply today to join a collaborative and innovative support team.</div><div><br></div>