Technical Support Professional

2 days ago

Ahmedabad, Gujarat, India beBeeSupport Full time ₹ 18,00,000 - ₹ 22,00,000

About the Role

We are seeking a Technical Support Specialist to join our team. This individual will play a vital role in providing efficient and effective technical support services.

The ideal candidate will have excellent communication skills, both written and verbal, with the ability to articulate technical concepts.

  • Serve as primary contact for clients seeking support, triage and assign tickets to appropriate resources/teams.
  • Monitor support queues and provide timely response, updates, and resolution of client inquiries and production issues.
  • Coordinate support activities, handle hand-offs & meetings, and manage support roster.
  • Act as incident captain in case of production incidents.
  • Monitor and evaluate support metrics, such as response time, resolution time, client satisfaction, and ticket volume.
Key Responsibilities:
  • Provide timely resolution of client inquiries and production issues.
  • Maintain accurate records of client interactions and support activities.
  • Analyze client feedback and support data to identify trends and areas for improvement.
Requirements:
  • 12+ years of experience with at least 5 years experience managing a support team.
  • Previous experience in tech and client support or coordination/management role within a SaaS/technology solutions team.
  • Experience handling 24/7 support and working with geographically dispersed teams.
Benefits:
  • Flexible and adaptable to work in a fast-paced environment.
  • Ability to work well in a team environment, collaborating with colleagues and stakeholders.

We offer a competitive compensation package, including benefits and opportunities for professional growth and development.

This is an exciting opportunity to join a dynamic team and contribute to the success of our organization.

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