Support Specialist

3 days ago

Pune, Maharashtra, India beBeeTechnical Full time ₹ 9,00,000 - ₹ 12,00,000

Technical Support Specialists work at the forefront of customer service, acting as the first point of contact for individuals experiencing technical issues with products, software, or services.

Responsibilities:
  • International Voice Support: Our Technical Support Specialists handle inbound calls from international customers and troubleshoot technical problems across various domains, including operating systems (Windows, macOS), software applications, hardware peripherals, network connectivity (Wi-Fi, LAN), mobile devices, and specific product functionalities.
  • Technical Troubleshooting: They diagnose, analyze, and resolve complex technical issues using their expert-level knowledge of supported products, services, technical procedures, and relevant systems.
  • Problem Resolution: Our specialists guide customers through step-by-step solutions, provide workarounds, and explain technical concepts clearly to non-technical users. Their goal is to achieve first-call resolution (FCR) wherever possible.
  • Active Listening & Communication: They listen attentively to customer descriptions of issues, ask probing questions to gather necessary information, and communicate solutions clearly, patiently, and professionally, adapting to different accents and communication styles.
  • Documentation: Our specialists accurately and thoroughly document all customer interactions, troubleshooting steps, and resolutions in our CRM or ticketing system, ensuring all required fields are completed.
  • Escalation Management: They identify and escalate complex, unresolved, or critical issues to higher-level technical support teams or engineering, providing detailed problem descriptions and troubleshooting performed.
Requirements:
  • Expert-level knowledge of supported products, services, technical procedures, and relevant systems
  • Excellent communication and interpersonal skills
  • Ability to work in a fast-paced environment and manage multiple tasks simultaneously
  • Strong problem-solving and analytical skills
  • Adaptability and flexibility in a dynamic work environment
What We Offer:
  • Competitive salary and benefits package
  • Opportunities for professional growth and development
  • A dynamic and supportive work environment
  • Recognition and rewards for outstanding performance
Other Benefits:
  • Flexible working hours and remote work options
  • Access to training and development programs
  • Collaborative team environment
  • Opportunities to contribute to company-wide initiatives and projects

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