Expert Problem Solver

2 weeks ago

Cochin, Kerala, India beBeeTechnical Full time ₹ 15,00,000 - ₹ 20,00,000
Job Description

As a Technical Support Specialist, you will be part of a global team providing post-sales support to customers and partners worldwide. Your primary goal is to provide prompt and accurate technical information to customers, either verbally or in written format.

This involves listening to and understanding their problems, diagnosing and troubleshooting technical issues, and escalating unresolved issues to internal teams as needed.

  • Communicate with customers by actively listening to their concerns and providing clear explanations of technical information.
  • Ask targeted questions to quickly identify the root cause of the problem.
  • Detect and resolve technical issues efficiently.
  • Track issues through to resolution within agreed-upon timeframes.
  • Elevate unresolved cases to the appropriate internal teams.
  • Provide regular updates to customers on the status of their issues.
  • Consult internal databases or external resources to find effective solutions.
  • Lead discussions to troubleshoot and brainstorm solutions.
  • Present technical information to senior personnel and management both locally and globally.

Responsibilities:

  1. Ensure all issues are properly documented and follow case management procedures.
  2. Prioritize and manage multiple open issues simultaneously.
  3. Follow up with customers to confirm that their systems are fully functional after resolving the issue.
  4. Identify areas for improvement within processes, procedures, or tools.
  5. Document knowledge in the form of articles and submit documentation opportunities.
  6. Create product knowledge sharing sessions for regional teams.
  7. Collaborate with Sales Teams to provide timely updates on critical issues.
  8. Work with Engineering Teams to assist with documentation.

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