Job Description

Company: Zucol Group

Website: Zucol.in

Role: Technical Support Specialist

Experience: 0 to 1 years

Salary : upto 18k in hand + other perks also

Location: Lalkhoti, Jaipur

Roles & Responsibilities:

1. Level 0 (LO) Support:

? Act as the first point of contact for customer inquiries.

? Gather and document basic information from clients.

? Provide initial assistance and basic troubleshooting.

? Escalate issues to higher support levels when necessary.

2. Level 1 (L1) Support:

? Respond to and resolve technical issues via phone, email, and WhatsApp

chat.

? Perform basic troubleshooting and problem-solving.

? Guide users through step-by-step solutions.

? Document issues and solutions in the support.

3. Level 2 (L2) Support:

? Handle more complex technical issues that L1 support cannot resolve.

? Conduct in-depth troubleshooting and diagnostics.

? Collaborate with development teams to identify and fix bugs.

? Provide advanced support and training to users.

? Update and maintain the knowledge base with solutions and best practices.

4. Level 3 (L3) Support:

? Address the most complex and critical technical issues.

? Work closely with software developers to resolve deep-rooted technical

problems.

? Analyse system logs, performance data, and other technical documentation.

? Participate in system design and improvement discussions.

? Provide guidance and mentorship to L1 and L2 support teams.

Skills Required:

? Technical proficiency in using and supporting management software.

? Strong analytical and diagnostic skills.

? Excellent written and verbal communication skills.

? Customer-focused with a commitment to providing high-quality service.

? Ability to manage multiple tasks and prioritise effectively.

Job Type: Full-time

Pay: ?10,000.00 - ?18,000.00 per month

Benefits:

• Cell phone reimbursement
• Health insurance
• Paid sick time
• Provident Fund

Day range:

• Monday to Friday

Shift:

• Day shift

Application Question(s):

• Our salary budget is maximum upto 18k in hand, if you are comfortable then only apply
• Must have Bachelor's degree in Computer science.

Education:

• Bachelor's (Required)

Experience:

• Technical support: 1 year (Preferred)

Location:

• Jaipur, Rajasthan (Required)

Work Location: In person