Tech Support Specialist

1 week ago

Cochin, Kerala, India beBeeTechnical Full time ₹ 8,00,000 - ₹ 16,00,000
Job Title

Tech Support Specialist

About the Position

This role bridges the gap between client employees and technical solutions, serving as the first point of contact for users facing issues with technology, software, or services.

Role Overview
  1. This position will handle and take ownership of 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.
  2. Will interact with mobile phone carriers & other departments to resolve mobile service-related issues.
  3. Adhere to business rules & policies as dictated by joint operations documents.
  4. Ensure SLAs and KRAs meet day to day, month to month.
Responsibilities
  • Determine the issue, research, and follow-up steps, as necessary for resolution of issues.
  • Answer incoming calls & chats.
  • Troubleshoot device and networking issues reported by the users, acting as a liaison between customers, mobile carriers, and internal teams to provide accurate and timely resolution.
  • Work customer service/tech support via incoming phone calls, email and chat.
  • Identify and assist to resolve all issues identified during regular operations. No scripts are used. You must be able to think on your feet and ask the appropriate questions to identify and resolve the issue as it arises.
  • Ticketing all calls, chats and email support in English and Portuguese/Spanish.
  • Review deliverables of support team members and provide required support and guidance to ensure timely deliverables to stakeholders.
  • Communicate escalations/issues to Managers in a timely manner, ensuring that all communications are professional and accurate.
  • Act as a single point of contact for managing communications with stakeholders.
Requirements
  • We are looking for French & English-speaking candidates to support our SaaS product.
  • Candidates should be willing to work in 24/7 rotational shifts.
  • Extremely organized individuals with an appreciation for process and documentation.
  • A team player who thrives in a kind and collaborative environment.
  • 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 the closure of requests with specified SLAs.
  • Working closely with international telecom carriers/service providers to resolve requests and incidents raised by customers.
  • Technical Support experienced highly regarded.

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