Technical Service Specialist

2 days ago

Kollam, Kerala, India beBeeCustomerSupport Full time ₹ 90,00,000 - ₹ 1,25,00,000

Role Overview:

We are looking for a skilled professional to fill a Technical Support Engineer position. This role is ideal for someone who thrives in fast-paced SaaS environments and is passionate about solving customer challenges with empathy and technical expertise.

Key Responsibilities:

  • Act as the first point of contact for customers to troubleshoot and resolve technical issues across our SaaS platform.
  • Deliver world-class support with strong spoken and written English communication.
  • Provide technical support for UK and USA-based customers, understanding their specific product workflows, expectations, and cultural nuances.
  • Respond to customer queries via email, chat, and calls in a timely, empathetic, and effective manner.
  • Diagnose, replicate, and escalate software issues to the engineering team with detailed logs, steps, and reports.
  • Collaborate with product and development teams to improve platform stability, customer satisfaction, and feature adoption.
  • Document known issues, fixes, and create knowledge base articles for both internal and external use.
  • Assist customers with onboarding, integrations, and platform configurations to ensure smooth adoption.
  • Monitor system health, uptime, and incident alerts, responding proactively to minimize downtime.
  • Suggest improvements in support processes, automation, and workflows to improve efficiency and resolution times.

Requirements:

  • Bachelor's degree in Computer Science, IT, or related field (or equivalent experience).
  • 1–3 years of experience in technical support, SaaS, or mobility/dispatch software.
  • Prior experience supporting UK and USA-based SaaS products (understanding of customer expectations, SLAs, and compliance).
  • Strong knowledge of web technologies (Angular, REST APIs, Cloud platforms).
  • Hands-on experience with troubleshooting tools, logs, and debugging techniques.
  • Familiarity with SaaS platforms, CRM, and ticketing systems (Zoho Desk, Freshdesk, JIRA, Zendesk).
  • Excellent written and verbal communication with a customer-first mindset.
  • Ability to manage multiple priorities in a fast-paced startup environment.

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