Senior Technical Support Specialist

1 day ago

Pune, Maharashtra, India beBeeSupport Full time ₹ 1,04,000 - ₹ 1,30,878
About this role

This is a unique opportunity to join our organization as a Senior Technical Support Specialist. As a key member of our team, you will be responsible for providing high-quality technical assistance and support to our customers.

Your primary focus will be on diagnosing and resolving issues related to cloud applications, ensuring timely and accurate responses through a ticketing system. You will also be required to maintain quality communication throughout your analysis, prioritize daily tasks, and manage critical issues and situations effectively.

  • Diagnose and resolve issues related to cloud applications.
  • Provide timely and accurate technical assistance through a ticketing system.
  • Maintain quality communication throughout your analysis.
  • Prioritize daily tasks and manage critical issues and situations.

In addition to these responsibilities, you will be expected to contribute to the knowledge base by documenting troubleshooting and problem resolution steps. This will involve initiating and performing changes on production systems, escalating any issues that cannot be resolved within established timeframes, and assisting customer support teams with troubleshooting product issues.

Requirements

To succeed in this role, you will need to have:

  • 4-7 years of experience in working with application production support, preferably on SaaS hosted applications on AWS, Azure, or Google Cloud.
  • Working knowledge of administrating UNIX, Linux or Windows servers.
  • Experience with DB, MongoDB/MSSQL, and CRM platforms like Salesforce, Zendesk, Freshworks, Kustomer.
  • Familiarity with SAML or other identity providers, SSO tools like Okta, One Login, etc.
  • Good knowledge of platform tools such as Postman to replicate, test, and debug API requests.
  • Experience of supporting Web based applications.
  • In-depth, hands-on knowledge of and experience with enterprise and desktop applications.
  • At least 4+ years of technical experience within the industry and/or proven customer support experience Globally, preferably within contact center applications.
  • Basic knowledge on Wireshark, Microsoft Office.
  • Telephony background would be an extra perk to have.
  • Good IT skills in troubleshooting and ownership from begin to end.
Benefits

This role offers a range of benefits, including:

  • A competitive salary and bonus structure.
  • A comprehensive benefits package, including health insurance, retirement savings plan, and paid time off.
  • The opportunity to work with a talented and dedicated team of professionals.
  • Professional development opportunities, including training and mentorship programs.
Others

Please note that this role requires:

  • A strong understanding of cloud computing principles and technologies.
  • Excellent communication and interpersonal skills.
  • Ability to work in a fast-paced environment and meet deadlines.
  • Strong analytical and problem-solving skills.

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