Technical Support Expert

1 day ago

Chennai, Tamil Nadu, India beBeeTechnical Full time ₹ 60,00,000 - ₹ 80,00,000

Job Title:

Overview of the Role:

  • This position involves being the initial point of contact for customers seeking technical assistance through phone, email, or ticketing systems.
  • The ideal candidate will take ownership of user-reported issues and see them through to resolution or escalation.
  • They should be able to diagnose and troubleshoot basic technical issues, providing timely and effective solutions.
  • Strong problem-solving skills with the ability to triage and escalate issues effectively are required.
  • Familiarity with ticketing tools such as ServiceNow (preferred) is a plus.
  • A foundational knowledge of networking, infrastructure, Exchange Administration and O365 suite is also desired.

Responsibilities:

  • Take ownership of user-reported issues and see them through to resolution or escalation.
  • Diagnose and troubleshoot basic technical issues, providing timely and effective solutions.
  • Escalate complex or unresolved issues to higher-level support teams while maintaining ownership until resolution.
  • Document all interactions and troubleshooting steps clearly and accurately in the ticketing system.
  • Conduct follow-ups to ensure customer satisfaction and issue closure.
  • Maintain adherence to SLA timelines and ensure quality in customer interactions.
  • Collaborate with team members to share knowledge and improve service quality.

Qualifications and Skills:

  • Prior international call handling experience is mandatory.
  • Proficient in handling inbound and outbound customer calls.
  • Clear and structured email communication with internal teams and external clients is essential.
  • Excellent verbal and written communication skills are required.
  • A basic understanding of ITIL framework, especially Incident and Request Management, is desirable.
  • ITIL Foundation Certified is a plus.

What We Offer:

As a valued member of our team, you can expect a dynamic work environment that fosters growth, collaboration, and innovation.

About the Job:

This role offers an exciting opportunity to make a meaningful impact in the lives of customers and contribute to the success of our organization.

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