Software Technical Support Specialist

3 days ago

thane, India beBeeTechnical Full time

Support Engineer RoleThis role focuses on delivering timely and effective initial technical assistance to clients via phone, email, and ticketing system for inquiries related to software products.Technical Support Provision: Provide prompt and effective initial technical support to clients via various communication channels for inquiries related to software products.Issue Triage & Resolution: Accurately identify, diagnose, and resolve basic technical issues, common user errors, and configuration problems. Follow documented troubleshooting steps and solutions.Incident Logging & Tracking: Meticulously log all client interactions, incidents, and requests in the ticketing system, ensuring clear and comprehensive documentation.Escalation Management: Efficiently escalate complex or unresolved issues to L2 Support Engineers, Product Managers, or Development teams, ensuring all relevant information is provided for swift resolution.Client Communication: Maintain professional communication with clients, providing regular updates on issue status and estimated resolution times.Key ResponsibilitiesTo deliver exceptional customer service by providing timely and accurate responses to client inquiries.To troubleshoot and resolve technical issues efficiently, escalating complex cases when necessary.To maintain detailed records of client interactions and incident resolutions.To communicate effectively with clients, keeping them informed about issue progress and estimated resolution times.Skill RequirementsExcellent communication and interpersonal skills.Strong problem-solving and analytical skills.Ability to work under pressure and meet deadlines.Basic knowledge of software applications and technical support processes.BenefitsA dynamic and supportive work environment.Ongoing training and development opportunities.The chance to work with a diverse range of clients and projects.Please note that this job description may be subject to change based on business needs.

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