Technical Support Specialist

1 week ago


dindigul, India beBeeSupport Full time

Job DescriptionThe role of a Technical Support Specialist is to provide assistance to users via phone, email, chat, or ticketing system as first point of contact.This position involves supervising monitoring tools, diagnosing and resolving incidents, requests or inquiries, and escalating unresolved incidents to higher support levels following established protocols.Main Responsibilities:Provide technical assistance to users via various communication channels.Supervise and monitor performance of monitoring tools.Diagnose and resolve incidents, service requests or inquiries in a timely manner.Evaluate and escalate unresolved incidents to senior support personnel.Maintain accurate documentation of incidents, troubleshooting steps, and known errors.Contribute to knowledge base development and standard operating procedures.Analyze recurring issues and propose preventive measures.Evaluate service level agreements compliance and deliver high-quality services.Participate in ongoing improvement initiatives and IT service optimization projects.



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