Candidate should have a basic degree from a recognized institution with 2+ years of experience in technical support, preferably in a phone/ chat/ email-based environment. Must have strong troubleshooting and problem-solving skills with a structured approach to diagnostics.
Good understanding of networking concepts, protocols, and system environments.
Must have excellent verbal and written communication skills.
Willingness to work in a 24/7 rotational shift environment, including night shifts.
Strong interpersonal skills and a customer-first attitude.
Job Responsibilities
Provide real-time technical support via chat, phone, and email, assisting users with installation, configuration, and usage issues.
Use diagnostic tools and technical knowledge to identify, analyze, and resolve product-related problems.
Address support queries related to cloud backup, storage, and networking fundamentals.
Collaborate with internal teams to escalate and resolve complex issues when necessary.Maintain clear and detailed records of customer interactions, reported issues, and solutions.Ensure all support interactions meet defined SLAs and contribute to high customer satisfaction.
Company Profile
IDrive Inc., based in Calabasas, CA, is a leading provider of online backup and cloud storage services. As a privately held company, we specialize in cloud storage, online backup, file sharing, remote access, compliance, and related technologies. We offer innovative solutions like IDrive and IBackup, designed to protect personal and business data from disasters. Our services cater to a wide range of users, including consumers, SMBs, enterprises, educational institutions, and government organizations..
