Customer Support Specialist

12 hours ago

Lucknow, Uttar Pradesh, India beBeeNetwork Full time ₹ 5,00,000 - ₹ 10,00,000
Technical Support Expert

This role is part of a global customer support team, providing post-sales assistance to customers and partners worldwide.

The primary goal is to assist with software and hardware issues, as well as product applications and use cases.

Key Responsibilities:

  • Communicate with customers to understand their problems and provide clear technical information.
  • Ask targeted questions to quickly diagnose root causes.
  • Detect and troubleshoot technical issues efficiently.
  • Track issues until resolution within agreed timeframes.
  • Elevate unresolved issues to internal teams or next levels.
  • Provide prompt and accurate feedback to customers.
  • Reference internal databases or external resources for technical solutions.
  • Lead troubleshooting discussions and brainstorming sessions.
  • Deliver workshops to both local and global teams, presenting customer presentations to senior technical personnel and management.
  • Ensure all issues are properly logged, following case management processes.
  • Prioritize and manage multiple open issues simultaneously.
  • Follow up with customers to ensure system functionality after troubleshooting.
  • Identify areas for improvement in processes, procedures, or tools.
  • Document technical knowledge through articles or documentation submissions.
  • Create and deliver product knowledge sharing sessions to regional teams.
  • Collaborate with Sales Teams for timely updates on critical issues.
  • Work with the Engineering team to document activities.

Required Skills and Qualifications:

  • Deep understanding of networks
  • CCNA or equivalent knowledge
  • Expertise in supported Linux/Unix operating systems
  • Product software and hardware expertise
  • Advanced understanding of networking, firewalls, and protocols
  • Experience with tracing and troubleshooting high-level protocols and traffic
  • Extensive understanding of virtualization & cloud concepts and properties
  • Good understanding of technology infrastructure, security concepts, and platforms
  • Strong understanding of networking (specifically IP-related technologies)
  • Scripting and programming skills
  • Logical thought process and problem-solving skills
  • Ability to communicate technical information verbally or in writing
  • Focus to detail and adherence to defined processes
  • Autonomy to increase technical knowledge through self-studies
  • Organization and prioritization abilities

Benefits and Opportunities:

  • Opportunity to work with a global team
  • Chance to develop technical expertise
  • Environment that encourages growth and learning

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