The Technical Support Specialist is responsible for delivering effective technical support to ensure the smooth operation of processes and timely resolution of client issues, either directly or through appropriate escalation to meet process SLAs.

Key Responsibilities

1. File Transfer Protocols and Applications

   • Hands-on experience with various file transfer protocols such as FTP, sFTP, and HTTPS.
   • Proficiency in utilizing MFT/File Transfer applications like MoveIt Transfer, MoveIt Automation, or other enterprise MFT tools.

2. Mainframe Understanding

   • Basic understanding of mainframe components including JCL (Job Control Language) and ISPF (Interactive System Productivity Facility).

3. Security Protocols

   • Familiarity with SSH keys handling and PGP encryption keys.

4. Communication Skills

   • Excellent oral and written communication skills.
   • Ability to deliver exceptional customer service through effective diagnosis and troubleshooting.

5. Customer Support

   • Provide product support and resolution to clients by diagnosing queries and guiding users through step-by-step solutions.
   • Assist clients in navigating product menus and understanding features.

6. Query Handling

   • Troubleshoot client queries in a user-friendly, courteous, and professional manner.
   • Maintain logs and records of customer queries according to standard procedures.

7. Tracking and Documentation

   • Accurately process and record all incoming calls and emails using designated tracking software.

8. Client Retention

   • Offer alternative solutions to clients to retain business and ensure customer satisfaction.
   • Conduct scheduled call backs to record feedback and ensure compliance with SLAs.

9. Capability Development

   • Stay updated with product features, changes, and updates through regular product trainings.
   • Participate in self-learning opportunities and maintain personal networks to enhance job knowledge.

Stakeholder Interaction

Internal Stakeholders

1. Team Leaders. Performance review discussions.
2. HR. Hiring, employee engagement, and retention.
3. Training Team. Capability development through training sessions.
4. Technical Lead. Training, issue escalation, and resolution.

External Stakeholders

• Clients. Resolve client queries and ensure satisfaction.

Functional Competencies

• Process Knowledge. Foundation to Competent level in understanding assigned processes, tools, and systems.

Behavioral Competencies

1. Collaborative Working. Ability to work effectively within a team environment.
2. Problem Solving and Decision Making. Capacity to identify and solve issues efficiently.
3. Attention to Detail. Thoroughness and accuracy in completing tasks.
4. Execution Excellence. Consistent delivery of high-quality work.
5. Client (Internal) Centricity. Focus on meeting internal client needs.
6. Effective Communication. Clear and concise communication skills.

This job description outlines the core responsibilities and competencies required for the Technical Support Specialist role, emphasizing the importance of technical expertise, customer service, and collaboration within the team.