Technical Support Specialist

18 hours ago

Guntur, Andhra Pradesh, India beBeeTechnical Full time ₹ 60,00,000 - ₹ 1,00,00,000
Technical Support Specialist

A key role is to be the primary contact for customers on support issues and product queries.

They work on all matters about our products & services for a variety of customers ranging from small & mid segment to large enterprises.

The specialist uses their skills to troubleshoot technical problems, effectively collaborate, communicate with, and escalate to other internal teams within our organization to deliver resolution for the customers.

The role requires delivering timely and high-quality incident resolution focusing on root cause analysis, prevention, and knowledge transfer, and contributing to the internal knowledge base.

The specialist works mostly with but not limited to software developers and other technical members from the customer side.

This is an opportunity to join a high-functioning team and make your mark on our organization.

The impact you will create on the Job:

  • Interacting with customers using the telephone, email, and chat services to resolve support incidents
  • Contact and resolve customer issues within the target service level agreements
  • Scope and document customer incidents with troubleshooting, root cause, and resolution information
  • Follow the internal processes, policies, and guidelines on collaboration, escalation & communication
  • Contribute to the internal and external knowledge base for faster resolution of incidents

We look for candidates with:

  • Minimum experience of 1-3 years in a product support business interacting with English-speaking customers over calls, emails, and chat preferably US-based
  • Good verbal and written communication skills in the English language
  • Problem-solving skills and good troubleshooting acumen
  • Possession of passion for technology and aptitude to ramp up on technical and business concepts
  • Ability to work in high visibility, high-pressured scenarios
  • Willingness to work in rotational 24/7 support shift model, On-call rotation, and work off hours as required
  • Good level of familiarity with using ticketing and tech support platforms such as Zendesk, Freshdesk, and Salesforce
  • Collaborative nature to identify root cause for technical issues
  • Collaboration with core engineering teams daily
  • Drive technical issues through to resolution
  • Proficiency in technical problem-solving methodologies
  • Effective communication of technical details to all audiences
  • Excellent communication and interpersonal skills
  • Strong organizational and time management skills

The Technology Stack includes:

Frontend:

Must have:

  • JavaScript, HTML5, CSS3, JQuery

Good to have:

  • LESS Twitter Bootstrap, Typescript, SASS, AngularJS/ React

Backend:

Must have:

  • Any one or more of the following programming languages: Node.js, Python, PHP, JAVA

Database:

Must have:

  • Working knowledge of SQL queries
  • Knowledge of one or more of the following databases: Mongo, Postgresql, or any other NoSQL DB knowledge
  • Experience using Grunt, Bower, and Git

Must also possess:

  • Basic networking concepts
  • Basic Linux terminal commands
  • Knowledge of various HTTP headers, cookies, web APIs, web servers, and SSL
  • Knowledge of troubleshooting tools such as cURL, Postman, Fiddler, and Chrome Debugger etc.

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