Customer Support Specialist

1 day ago

Thrissur, Kerala, India beBeeTechnical Full time ₹ 6,00,000 - ₹ 14,30,000

Key roles in customer support require technical expertise, strong communication skills, and a passion for technology. As a Technical Support Engineer, you will play a pivotal part in ensuring timely and high-quality incident resolution, focusing on root cause analysis, prevention, and knowledge transfer.

Responsibilities
  • Deliver prompt and efficient incident resolution by analyzing the root cause, preventing future occurrences, and transferring knowledge to other team members.
  • Contribute to our internal knowledge base to enable faster resolution and enhance customer satisfaction.
  • Interact with customers through various channels including phone, email, and chat to resolve support incidents.
  • Address customer issues within established service level agreements.
  • Document customer incidents with troubleshooting information, root cause analysis, and resolution details.
  • Adhere to internal processes, policies, and guidelines for collaboration, escalation, and communication.
Requirements
  • 1-3 years of experience in product support interacting with English-speaking customers over calls, emails, and chat.
  • Excellent verbal and written communication skills in English.
  • Problem-solving skills and strong troubleshooting abilities.
  • A genuine passion for technology and ability to quickly learn new technical concepts.
  • Ability to perform well in high-pressure scenarios.
  • Willingness to work in rotational 24/7 support shifts, on-call rotations, and off-hours as required.
  • Proficiency in ticketing and technical support platforms such as Zendesk, Freshdesk, and Salesforce.
  • Collaboration across teams to identify root causes for technical issues.
  • Close collaboration with core engineering teams daily.
  • Ownership and driving of technical issues to resolution.
  • Technical problem-solving methodologies and effective communication of technical details.
  • Strong organizational and time management skills.


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