Technical Support Specialist

3 days ago

Bengaluru Bangalore Hyderabad Secunderabad Telangana, India beBeeSupport Full time
Technical Support Specialist

We are seeking an experienced Technical Support Specialist professional to join our IT sector team. In this role, you will be the first point of contact for clients, providing technical assistance via inbound calls, emails, and chat.

Job Description:

  • Answer phone calls, emails, and chat messages from clients regarding technical issues.
  • Troubleshoot software and hardware problems, aiming for First Contact Resolution (FCR).
  • Escalate complex issues to the appropriate team members seamlessly.
  • Document all customer interactions thoroughly in the ticketing system.
  • Stay up-to-date on the latest technical developments and product information.
  • Provide excellent customer service, ensuring client satisfaction.

Required Skills and Qualifications:

  • Minimum 2 years of experience in Customer & Technical Support (Inbound calls / FCR - First Contact Resolution).
  • Experience in Voice and Email Support for US clients.
  • Strong customer service and handling skills.
  • Excellent written and verbal communication skills.
  • Ability to work independently and as part of a team.
  • Proficiency in Microsoft Office Suite.
  • Familiarity with the ServiceNow Ticketing tool.
  • Knowledge of common technical troubleshooting tools and techniques.
  • Knowledge of ITIL Framework is required.

Benefits:

  • Bachelor's degree or equivalent practical experience.

About This Role:

  • This is a fantastic opportunity to advance your career in technical support.
  • You will have the chance to work with a dynamic team and gain valuable experience in resolving complex technical issues.
  • This role requires strong problem-solving skills, attention to detail, and excellent communication skills.

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