Technical Support Specialist

Company Description Dasscom is a technology-focused organization committed to delivering reliable IT and customer service solutions to a diverse client base. The company emphasizes a professional, collaborative work environment where team members are encouraged to learn and grow. Dasscom values strong problem-solving abilities, attention to detail, and a customer-centered approach in all operations. The organization invests in tools and processes that support efficient service delivery and long-term client relationships. Team members are supported with ongoing training and opportunities to contribute to process improvement.
Role Description This is a full-time Technical Support Specialist role based in Ahmedabad, structured as a hybrid position with a mix of on-site work and some work-from-home flexibility. The Technical Support Specialist will handle incoming support requests, diagnose technical issues, and provide timely resolutions for software, hardware, and network-related problems. Responsibilities include responding to customer inquiries via phone, email, and chat, documenting issues and solutions, escalating complex cases when needed, and following up to ensure customer satisfaction. The role involves monitoring system performance, identifying recurring issues, and collaborating with internal teams to improve support processes and product quality. The Specialist will also contribute to knowledge base articles, maintain accurate records in ticketing systems, and support onboarding or training activities for users as required.
Qualifications
Strong Technical Support and Troubleshooting skills, with the ability to identify, analyze, and resolve technical issues efficiently.
Customer Support and Customer Satisfaction focus, including clear communication, empathy, and professional handling of challenging situations.
Analytical Skills for interpreting logs, error messages, and user feedback to determine root causes and recommend improvements.
Familiarity with common operating systems, basic networking concepts, and standard support tools or ticketing systems.
Effective written and verbal communication skills in English; additional local language proficiency is an advantage.
Ability to work in a hybrid environment, manage time independently, and coordinate with on-site and remote team members.
Relevant experience in a technical support or service desk role; experience in technology or IT services sectors is preferred.
Diploma or degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.

Work arrangement
No