Technical Customer Support Specialist

10 hours ago

Thāne, Maharashtra, India beBeeCustomerSupport Full time ₹ 7,50,000 - ₹ 12,60,000

The Mobility Support Team is a centralized hub that bridges the gap between client employees and technical solutions. It serves as the first point of contact for users facing issues with technology, software, or services.

Role Overview:
  • This role will handle multiple customer support activities to include receiving incoming calls, chats, emails & tickets to provide end-to-end Technical and general support resolution to the end user.
  • Will interact with mobile phone carriers & other departments to resolve mobile service related issues.
  • Adhere to business rules & policies as dictated by joint operations documents.
  • Ensure SLA's and KRA's meet day to day, month to month.
Key Responsibilities:
  • Determine issue, research, and follow-up steps for issue resolution.
  • Answer incoming calls & chats.
  • Troubleshoot device and networking issues reported by users, acting as liaison between customers, mobile carriers, internal teams to provide accurate and timely resolution.
  • Provide customer service/tech support via incoming phone calls, email and chat.
  • Identify and assist in resolving issues during regular operations.
  • Ticket all calls, chats and email support in English and Portuguese/Spanish.
  • Review deliverables of support team members and provide necessary guidance for timely deliverables.
  • Communicate escalations/issues to Managers in a timely manner, ensuring professional communications.
  • Act as single point of contact for managing communications with clients.

Skill Set & Qualifications:

  • Candidates should be willing to work 24/7 rotational shifts.
  • Extremely organized with appreciation for process and documentation.
  • A team player who thrives in kind and collaborative environments.
  • Ability to quickly learn how to troubleshoot devices and step-by-step instructions.
  • Identification, prioritization, and resolution of reported problems through various mediums (platforms, emails, calls, chats) and responsible for request closure with specified SLA.
  • Working closely with international telecom carriers/service providers to resolve requests and incidents raised by customers.
  • Technical Support experience highly regarded.

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