Technical Support Specialist

Summary

Join Fresh Prints as a Tech Support Specialist and be the first point of contact for resolving technical issues across internal systems, websites, and customer-facing platforms. Diagnose and troubleshoot software problems, providing timely support to internal teams and external users. Guide users through solutions, escalate complex issues, and document processes. Collaborate with IT and product teams to improve systems. This role offers a competitive salary, health insurance, and the chance to learn and grow within a dynamic, fast-paced startup environment. The work hours are 8:00 pm IST - 5:00 am IST.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent experience
• 1-2 years of experience in a technical support role or related position
• Strong knowledge of troubleshooting methodologies and common IT issues
• Excellent problem-solving skills and attention to detail
• Outstanding verbal and written communication skills
• Ability to work in a fast-paced, startup environment and handle multiple priorities

Responsibilities

• Provide timely and accurate technical support to Fresh Prints internal teams and external users
• Diagnose and troubleshoot software issues
• Respond to queries via email, chat, or phone, ensuring high customer satisfaction
• Guide customers and team members through step-by-step solutions for resolving issues
• Escalate unresolved issues to the appropriate engineering or product development teams
• Document technical issues, processes, and solutions in an organized and accessible format
• Assist in creating user-friendly documentation, FAQs, and guides for common issues
• Collaborate with IT and product teams to identify and fix recurring issues
• Help ensure that all tech-related services, including our website, ordering system, and internal platforms, function smoothly

Preferred Qualifications

• Experience using helpdesk software (e.g., Freshdesk)
• Familiarity with Fresh Prints tech stack (knowledge of Angular, Node.js, MySQL, AWS, and React)
• Familiarity with Agile methodologies

Benefits

• Competitive salary
• Health insurance
• The opportunity to learn a lot rapidly
• Working with a talented and engaged team dedicated to building a business together
• Working Hours 8:00 pm IST - 5:00 am IST