Senior Technical Support Officer at iRecharge Tech-Innovations

About the Role

We are seeking a proactive and technically skilled Senior Technical Support Officer to join our team. This individual will provide advanced technical assistance, oversee complex customer issues, and support the technical support team in resolving escalated cases efficiently.

The ideal candidate is a problem solver with strong communication skills and the maturity to take on leadership responsibilities over time.

Key Responsibilities

• Provide high-level technical support and troubleshooting for complex product and service issues
• Lead the resolution of escalated tickets and ensure timely feedback to customers
• Collaborate with development and product teams to identify and resolve recurring technical challenges
• Mentor and guide junior technical support staff, promoting best practices and knowledge sharing
• Document technical issues, solutions, and processes to improve team efficiency
• Assist in the development of support materials such as FAQs, troubleshooting guides, and knowledge base articles
• Monitor system performance and proactively address potential issues
• Support training and onboarding for new team members

Requirements

• Bachelor's Degree in Computer Science, Information Technology, or a related field
• 4 - 5 years of experience in technical support or IT systems management
• Strong understanding of network systems, APIs, and cloud-based platforms
• Excellent troubleshooting, analytical, and problem-solving skills
• Strong interpersonal and communication abilities
• Ability to work independently and collaboratively in a hybrid environment
• Familiarity with ticketing tools, CRM systems, and remote troubleshooting tools

Preferred Qualification

Candidates should preferably be 26 years or older, reflecting the level of maturity and leadership potential expected for this role.