Tech Support Expert

1 week ago

Cochin, Kerala, India beBeeSupport Full time ₹ 1,04,000 - ₹ 1,30,878
Technical Support Specialist

This is a key role in our organization where you will be providing comprehensive technical support to employees worldwide. You will be responsible for fielding incoming support requests via web chat, telephone calls, email, and ticketing systems.

You will need to research, resolve, and respond to inquiries in a timely manner, adhering to team standards. Additionally, you will diagnose and troubleshoot end-user computing problems, including analyzing the issue, identifying appropriate resources, testing proposed fixes, and following up to ensure the problem has been resolved.

You will create and submit detailed call logs documenting customer interactions that are accurate, thorough, and timely. This includes informing customers of needed repairs and answering basic questions, ensuring they understand and are satisfied with the work completed.

You will also be required to follow standard operating procedures through the effective use of knowledge management. Your case load will be managed between 26-30 phone/chat/tickets, and you will need to acquire and maintain current knowledge of relevant support policies to provide technically accurate solutions to users.

In this role, you will assist with activities to triage and escalate any system or network outage to reduce downtime. To be successful in this position, you should have experience troubleshooting integrated and interdependent computer systems, maintaining zebra thermal printers, troubleshooting thin clients, PCs, scanners, and portable handheld terminals.

Required Skills and Qualifications
  • At least 1 year of corporate setting Windows, Mac, or Linux Operating systems support experience
  • Experience troubleshooting integrated and interdependent computer systems
  • Experience maintaining zebra thermal printers, troubleshooting thin clients, PCs, scanners, and portable handheld terminals
Benefits

This role offers a dynamic environment with a high degree of customer service. We are looking for individuals who are innovative, energetic, and able to adapt to new processes and procedures quickly.

We value commitment, flexibility, and the ability to maintain high levels of productivity while maintaining quality support. If you are motivated by team success and have a demonstrated ability to work effectively in a fast-paced environment, we encourage you to apply for this exciting opportunity.

Preferred Qualifications
  • CompTIA A+, CompTIA Network+, Cisco/CCNA, Linux (Redhat), Microsoft hardware (installation), AWS, or other industry-relevant certifications
  • Experience in a dynamic environment with a high degree of customer service

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