Technical Support Representative

1 week ago

Palakkad, Kerala, India beBeeTechnical Full time US$ 60,000 - US$ 80,000

Technical Support Specialist

The role of a Technical Support Specialist is to provide end-to-end technical support resolution to the end user. This includes receiving incoming calls, chats, emails & tickets and interacting with mobile phone carriers & other departments to resolve mobile service-related issues.

This position requires a skilled individual who can determine the issue, research, and follow-up steps as necessary for resolution of issues. The ideal candidate should possess Portuguese/Spanish & English-speaking skills to support our SaaS product (Mobility Practice).

Key Responsibilities:

  • Determine the issue, researching and following up steps as necessary for resolution of issues.
  • Answering incoming calls & chats.
  • Troubleshooting device and networking issues reported by the users, acting as a liaison between customers, mobile carriers, client policy, and internal teams to provide accurate and timely resolution.
  • Working customer service/tech support via incoming phone calls, email, and chat.
  • Identifying and assisting to resolve all issues identified during regular operations.
  • Ticketing all calls, chats, and email support in English and Portuguese/Spanish.
  • Reviewing deliverables of support team members and providing the required support and guidance to ensure timely deliverables to clients.
  • Communicating escalations/issues to Managers in a timely manner, ensuring that all communications are professional and accurate.

Requirements:

  • Portuguese/Spanish & English-speaking skills to support our SaaS product (Mobility Practice).
  • Willingness to work in 24/7 rotational shifts.
  • Extremely organized with an appreciation for process and documentation.
  • A team player who thrives in a kind and collaborative environment.
  • Ability to quickly learn how to troubleshoot devices and step-by-step instructions.
  • Identification, prioritization, and resolution of reported problems through various mediums (platform, emails, calls, chats) and responsible for the closure of request with the specified SLA.
  • Working closely with international telecom carriers/service providers to resolve requests and incidents raised by customers.

Benefits:

  • Flexible Holiday Policy.
  • Hybrid Working Options.
  • Life & Medical Insurance.
  • Focus on Skill Development, Re-imbursement for Certifications.
  • Wi-Fi-Mobile bill reimbursement.
  • Employee well-being activities.

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