Dedicated Technical Support Professional

1 day ago

Aligarh, Uttar Pradesh, India beBeeCustomerSupport Full time ₹ 6,00,000 - ₹ 8,50,000
Job Description:

We are seeking a proactive and empathetic Customer Support Specialist to join our team. This is an on-site role that requires handling inquiries, resolving technical issues, logging bugs, and guiding users to get the most out of our product.

As a key member of our support team, you will directly impact customer satisfaction, retention, and product improvement.

Key Responsibilities:
  • Respond promptly to customer inquiries via email, chat, phone, or in-app messaging
  • Assist users through onboarding, troubleshooting, and using key features
  • Maintain a friendly, clear, and solution-focused tone in every interaction
  • Log technical issues and support tickets accurately using JIRA (or similar tools)
  • Escalate bugs or critical issues to the development team
  • Follow up to ensure resolutions are successful and satisfactory
  • Create and update FAQs, help articles, and user guides
  • Identify recurring questions or pain points and suggest improvements
  • Gather and organize customer feedback to support product and UX improvements
  • Monitor social media channels for comments, questions, and concerns
  • Share recurring issues and feature requests with product and dev teams
  • Provide regular reports on customer sentiment and support trends
  • Track KPIs like response time, resolution rate, CSAT, and ticket backlog
  • Ensure alignment with internal SLAs and service standards
Requirements:
  • Excellent written and verbal communication skills
  • Strong troubleshooting and problem-solving abilities
  • Quick learner, able to adapt to new tools and workflows
  • Comfortable multitasking across different tasks and platforms
  • Familiar with CRM/helpdesk tools
  • Patience, empathy, and professionalism in dealing with users of all technical levels
  • Understanding of how customers interact via social platforms
  • Experience in SaaS, tech, or startup environments
  • Knowledge of AI tools, automation workflows, or digital marketing platforms
  • Ability to contribute to customer-facing documentation
  • Basic technical knowledge
Why This Role Matters:

This role plays a critical part in delivering exceptional customer experiences and driving business growth. We offer competitive compensation and opportunities for professional development.

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