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Senior International Technical Support Specialist

3 weeks ago

Pune Bengaluru Bangalore, India beBeeTechnical Full time US$ 80,000 - US$ 1,20,000

We are seeking an experienced Technical Support Specialist to join our global team.

Roles and Responsibilities:

  • Provide expert-level technical support to international customers via various channels, including phone, email, and chat.
  • Diagnose, analyze, and resolve complex technical issues related to software, hardware, networks, and systems.
  • Replicate customer environments and reported issues to facilitate accurate troubleshooting and resolution.
  • Escalate unresolved issues to higher-tier support teams or engineering departments, ensuring clear documentation and effective communication.
  • Document all technical interactions, troubleshooting steps, and resolutions accurately in the ticketing system.
  • Create and update knowledge base articles to improve efficiency and self-service options for customers.
  • Collaborate with product development and engineering teams to provide feedback on recurring issues and contribute to product improvements.
  • Adhere to defined service level agreements (SLAs) and strive for high first-contact resolution rates.
  • Stay current with the latest technologies, products, and industry trends to provide cutting-edge support.
Skills Requirements

Key skills and qualifications include:

  • Excellent verbal and written communication skills in English, with the ability to explain complex technical concepts clearly to a diverse international audience.
  • Strong technical troubleshooting and problem-solving abilities.
  • Experience with various operating systems (e.g., Windows, Linux, macOS) and their underlying architectures.
  • Knowledge of networking concepts (TCP/IP, DNS, VPN, etc.) and troubleshooting.
  • Familiarity with database concepts and querying (SQL).
  • Experience with remote diagnostic tools and support software.
  • Customer-focused with a strong commitment to delivering exceptional service and ensuring customer satisfaction.
  • Ability to work independently and as part of a global team in a fast-paced environment.
  • Prior experience in an international technical support role is highly advantageous.

This position requires a Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical field, or equivalent practical experience.

What We Offer

We offer a competitive salary and benefits package, as well as opportunities for professional growth and development. If you are a motivated and customer-focused individual looking for a challenging and rewarding role, please apply now

The ideal candidate will possess excellent communication skills, technical expertise, and the ability to work effectively in a fast-paced environment. We value diversity and inclusion in the workplace and welcome applications from candidates of all backgrounds.