Support Specialist

6 days ago

Nellore, Andhra Pradesh, India beBeeTechnical Full time ₹ 12,00,000 - ₹ 15,00,000
About the Job

The Mobility Support Desk serves as a centralized support hub bridging the gap between client employees and technical solutions.

  • Receive and resolve multiple customer support activities through calls, chats, emails & tickets to provide end-to-end Technical and general support resolution to the end user.
  • Collaborate with mobile phone carriers & other departments to resolve mobile service-related issues.
  • Adhere to business rules & policies as dictated by joint operations documents.

We are seeking Portuguese/Spanish & English-speaking candidates to support our SaaS product (Mobility Practice)

Responsibilities
  • Determine issue causes, research, and follow-up steps for resolution of issues.
  • Answer incoming calls & chats.
  • Troubleshoot device and networking issues reported by users, acting as a liaison between customers, mobile carriers, internal teams to provide accurate and timely resolution.
  • Provide customer service/tech support via phone calls, email and chat.
  • Identify and assist to resolve all issues identified during regular operations.
  • Ticket all calls, chats and email support in English and Portuguese/Spanish.
  • Review deliverables of support team members and provide necessary support and guidance to ensure timely deliverables.
  • Communicate escalations/ issues to Managers in a timely manner, ensuring professional and accurate communications.
  • Act as a single point of contact for managing communications with clients.

Skill Set & Qualifications:

  • Candidates must be proficient in Portuguese/Spanish & English languages.
  • Able to work in 24/7 rotational shifts.
  • Extremely organized with appreciation for process documentation.
  • A team player who thrives in collaborative environments.
  • Ability to quickly learn troubleshooting techniques and step-by-step instructions.
  • Responsible for identifying, prioritizing, and resolving problems through various mediums (platforms, emails, calls, chats) and responsible for closure requests within specified SLAs.
  • Work closely with international telecom carriers/service providers to resolve customer requests and incidents.
  • Technical Support experience is highly regarded.

Benefits: This role offers opportunities for growth and development in a dynamic environment.

Additional Information:

  • A diverse and inclusive work environment.

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