Technical Support Specialist

7 hours ago

Thāne, Maharashtra, India beBeeTechnical Full time ₹ 5,00,000 - ₹ 8,00,000
Job Summary

We are seeking a highly skilled Technical Support Specialist to join our team. In this role, you will be responsible for providing technical support to customers via phone, email, or on-site visits, resolving product/service-related issues.

Key Responsibilities:

  • Provide timely and effective technical support to customers.
  • Diagnose and troubleshoot product issues, ensuring they are resolved promptly and efficiently.
  • Guide customers through step-by-step solutions, ensuring clear and understandable instructions.

Product Installation and Maintenance:

  • Assist customers in the installation, configuration, and setup of products or systems.
  • Conduct preventive maintenance and ensure that the customer's product or system is functioning optimally.
  • Perform regular system checks, upgrades, and software installations to ensure customer systems are up-to-date.

Customer Relationship Management:

  • Maintain positive relationships with customers, providing ongoing support and ensuring a high level of satisfaction.
  • Follow up with customers to ensure that issues are fully resolved and offer additional support if necessary.
  • Record and track customer interactions, service requests, and product issues in our service management system.

Troubleshooting and Issue Resolution:

  • Use diagnostic tools and techniques to troubleshoot and resolve technical problems related to the product or service.
  • Work with our engineering or technical team to identify and resolve complex issues that require escalation.

Documentation and Reporting:

  • Document all customer interactions, including the details of issues, troubleshooting steps, and resolutions in our service management system.
  • Generate and submit reports on common customer issues, recurring problems, and system performance trends.

Skills and Qualifications:

  • Educational Background:
  • A Bachelor's degree in Engineering (Mechanical, Electrical, Computer Science, IT, etc.) or a related field.
  • Certifications in customer service or technical support (e.g., ITIL, CompTIA A+) are a plus.
  • Experience:
  • Proven experience in technical support, customer care, or engineering roles.
  • Experience with troubleshooting, diagnosing, and resolving technical issues is highly preferred.
  • Prior experience in a customer-facing role is an advantage.

Required Skills:

  • Strong problem-solving skills and the ability to analyze and troubleshoot technical issues.
  • Excellent verbal and written communication skills to clearly convey technical information to customers.
  • Ability to explain complex technical concepts in simple terms.
  • Good interpersonal skills, with a focus on customer service and satisfaction.
  • Proficiency in using customer service software (e.g., Zendesk, Freshdesk) and CRM systems.
  • Knowledge of our products/services and technical specifications.

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