Senior IT Technical Support Specialist

1 week ago

Kanpur, Uttar Pradesh, India beBeeSpecialist Full time ₹ 9,00,000 - ₹ 13,00,000
Technical Support Specialist

We are seeking skilled Technical Support Specialists to join our team. The ideal candidate will provide exceptional technical support, resolve complex issues, and collaborate with other teams to deliver outstanding customer service.

  • Provide second and third-level technical support to customers, resolving complex technical issues and ensuring customer satisfaction.
  • Collaborate with other teams, including L1 support, engineering, and product teams, to identify and resolve technical issues.
  • Manage and prioritize support tickets, ensuring timely and effective resolution of customer issues.
  • Document and communicate technical solutions and best practices to customers and internal teams.
  • Continuously monitor and improve support processes, tools, and systems to enhance the customer experience.
  • Be willing to work on the technical side of the project and support customers with their technical queries.
  • Participate in on-call rotations and provide after-hours support as needed.
Requirements
  • Bachelor's degree in computer science, Information Technology, or related field.
  • 1-2 years of experience in technical support, with a focus on providing L2/L3 support.
  • Strong technical background, with expertise in one or more of the following areas: ETLs, databases, AWS cloud technologies such as CloudWatch, S3.
  • Excellent problem-solving and troubleshooting skills, with the ability to analyze and resolve complex technical issues.
  • Strong customer service skills, with the ability to communicate technical solutions effectively to customers and internal teams.
  • Experience with support ticket management tools and processes such as JIRA or Azure DevOps (ADO).
  • Ability to work independently and collaboratively in a fast-paced, dynamic environment.
  • Willingness to work on-call and provide after-hours support as needed.
EEO Statement

We are an equal opportunity employer and welcome applications from diverse candidates. We are committed to creating a work environment where all individuals are treated with respect and dignity.

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