Expert Technical Support Specialist

2 days ago

Hyderabad, Telangana, India beBeeSkillset Full time ₹ 4,50,000 - ₹ 9,00,000
Job Title: Technical Support Specialist">

Role Summary

As a Technical Support Specialist, you will be responsible for providing high-quality technical support to our customers. Your primary focus will be on resolving technical cases and answering customer questions related to our software and platform.

In this role, you will work closely with cross-functional teams to ensure seamless communication and collaboration. You will also play a key role in providing input across business units regarding process and product improvements due to your unique perspective when working on technical issues for customers.

Key Responsibilities

  • Provide exceptional customer support experiences using skills such as building trust, showing empathy, and excellent communication.
  • Resolve technical cases created by customers through various technologies including web, chat, email, case updates, and direct telephone support.
  • Employ diagnostic tools to isolate the potential cause of the issue and manage challenging issues assigned to you.
  • Collaborate with additional teams for more complex cases and coordinate assistance as needed.
  • Play a key role in providing input across business units regarding process and product improvements.

Qualifications & Experience

Must have a bachelor's degree in computer science or a related field (or equivalent degree and experience).

2+ years providing customer-facing technical support (ITOM applications) is required.

Good Communication Skills are essential.

Desired Skills & Qualifications

  • Ability to comprehend, modify server-side object-oriented JavaScript, Unix Shell scripting, and Windows scripting.
  • Ability in server administration across OS platforms (Windows/Unix), including understanding of user permission levels, domain configuration, group policy objects, and execution of SUDO Policies.
  • Understanding of protocols such as TCP, FTP/SFTP, SOAP, and REST.
  • Experience with troubleshooting tools such as Wireshark and Traceroute.
  • Strong troubleshooting/root cause isolation skills.
  • Demonstrated creative problem-solving approach and strong analytical skills.
  • Proficient in analyzing log files and standard debugging concepts.
  • Familiarity with tools & practices of the trade such as incident management, knowledge base, defect & escalation management.
  • Excellent communication skills (verbal and written).

Preferred Qualifications

Solid understanding of object-oriented programming skills (Java strongly preferred).

A fundamental understanding of ITOM, CMDB, and ITIL business process.

Experience providing web development support is highly desirable.

Previous experience working with the ServiceNow platform (Asset Management, Orchestration, Discovery, Mid Server, BSM Map & Service Mapping) is a plus.

Understanding of JavaScript or any other scripting language with logical approach for given problem statement is a plus.

Previous experience in software development(or) software consulting is a plus.

Experience supporting and troubleshooting infrastructure level issues is a plus.

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