Technical Support Specialist – L2 (Hardware & Software)

About the role

We are looking for an enthusiastic, career‑oriented Technical Support Specialist (L2) with a strong focus on hardware and software troubleshooting. The role involves providing top‑notch service to clients using our Club/Gold software platform and collaborating across teams to ensure seamless delivery.

Key responsibilities

• Assist clients via email, phone, ticketing systems and live chat, resolving technical issues promptly.
• Provide Tier 1 and Tier 2 support for complex hardware and software problems.
• Collaborate with Development, QA and other departments to address escalated issues.
• Document and track all client interactions in the ticketing system, keeping customers informed of status.
• Support service‑related inquiries such as membership upgrades, event bookings and equipment configuration.
• Monitor client feedback, identify improvement areas and act to enhance user experience.
• Prioritize multiple requests to meet SLA commitments.
• Take ownership of issues from initiation through resolution, ensuring thorough follow‑up.

Required profile

• Minimum Bachelor’s degree in Computer Science, IT or related field.
• 3+ years of experience in Tier 2 technical or application support.
• At least 2 years of customer‑service or help‑desk experience.
• Strong organizational and multitasking abilities with attention to detail.
• Ability to work independently and as part of a collaborative team.
• Willingness to work flexible shifts, including weekends and after‑hours support.

Required skills

• Microsoft Office suite.
• Windows operating environment.
• Hardware troubleshooting for thermal printers, network printers and magnetic card readers.
• Experience with payment‑processing peripherals.
• Familiarity with ticketing systems.
• Basic knowledge of HubSpot (preferred).

What we offer

• Market‑leading salary and performance‑based bonuses.
• Medical coverage for self and dependents, plus parents’ coverage.
• Provident fund, conveyance allowance and home‑internet subsidy.
• Profit‑sharing plan for tenured employees.
• Company‑provided lunch/dinner and child‑care facility.