Technical Problem Solver

4 days ago

Mumbai, Maharashtra, India beBeeTechnical Full time ₹ 8,00,000 - ₹ 14,00,000
**Job Description:**A technical professional plays a crucial role in our organization, serving as the primary point of contact for customers on support-related matters and product inquiries. This individual is responsible for addressing technical issues across various customer segments, from small and mid-sized enterprises to large corporations.

The jobholder utilizes their problem-solving skills to troubleshoot complex technical problems, collaborate with internal teams, and effectively communicate with customers to deliver timely and high-quality incident resolution.

Continuous learning and strong customer focus are essential for this role, driving faster resolution and increased customer satisfaction.

This position offers an opportunity to contribute to our organization's growth by interacting with customers through phone calls, emails, and chat services to resolve support incidents within target service level agreements.

Key Responsibilities:

  • Interacting with customers using telephone, email, and chat services
  • Contact and resolve customer issues within service level agreements
  • Document customer incidents with troubleshooting, root cause, and resolution information
  • Follow internal processes, policies, and guidelines on collaboration, escalation, and communication
  • Contribute to internal and external knowledge base for faster resolution of incidents

Requirements:

  • Minimum 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 good troubleshooting acumen
  • Passion for technology and ability to learn technical concepts quickly
  • Ability to work in high-pressure scenarios
  • Willingness to work in rotational 24/7 support shift model, On-call rotation, and off-hours as required
  • Familiarity with ticketing and tech support platforms such as Zendesk, Freshdesk, and Salesforce
  • Collaborative skills to work with cross-functional teams daily
  • Proficiency in technical problem-solving methodologies
  • Excellent communication and interpersonal skills
  • Strong organizational and time management skills

Benefits:

  • Immense growth and continuous learning opportunities
  • Work with innovative minds
  • Opportunity to explore entrepreneurial mindset
  • An open culture that sparks creativity
  • Multiple products to build relationships

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