Senior Technical Support Specialist

2 days ago

Gurgaon, Haryana, India beBeeProductSupport Full time ₹ 1,04,000 - ₹ 1,30,878

Job Overview

We are seeking a highly skilled and motivated individual to join our team as a Product Support Specialist. As a member of this team, you will play a critical role in delivering exceptional support to our customers, ensuring their satisfaction and loyalty.

Key Responsibilities

  • Support customers on the requests raised by them on our ticketing platform - Service Now
  • Troubleshoot and service customer requests focusing on maximum customer satisfaction
  • Liaison with end customer to support and advance tools adoption
  • Share knowledge with peers and foster a cohesive self-organized team environment
  • Provide feedback to help the Business and Development teams to create high-value products
  • Escalate and track issues with appropriate levels within the team
  • Build a deep understanding of the solutions delivered on both platforms to understand utility from our users/customers perspective
  • Keep up to date on support and customer experience best practices and suggest or implement improvements in processes or tools

Requirements

  • Bachelors degree in Business, Technology, Engineering or related area
  • Exposure with web-based application development
  • Proven willingness to learn, a positive attitude, and an ability to work in a fast-paced, high-demand work environment
  • Excellent communication skills both written and verbal and the ability to investigate and summarize technical concepts clearly and succinctly
  • Highly organized, independent, and multitasking skills
  • Good data analysis skills using Excel and any other BI tools
  • Knowledge of Agile Execution tools like Azure DevOps, JIRA etc.
  • Experience using any Workflow Management tool like ServiceNow, Solutions Business Manager, VersionOne, etc.
  • Demonstrable experience in facilitating, leading, influencing, and managing within large-scale matrix, globally distributed organizations
  • Open to working flexible hours as per business needs
  • Good interpersonal and communication skills
  • Concepts on PPM, LPM

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