Customer-Centric Technical Support Expert

2 weeks ago

Jaipur, Rajasthan, India beBeeTechnical Full time ₹ 40,00,000 - ₹ 80,00,000
Job Title:

Sr Technical Support Specialist

 

Job Summary:

This position is responsible for providing technical support to customers and partners worldwide. The Sr Technical Support Specialist will diagnose, troubleshoot, repair, and debug complex application issues related to our software.

 

Key Responsibilities:
  • Resolve technical issues of the product suite for customers and partners globally
  • Document and verify reported problems, troubleshoot and resolve issues using available tools, resources, and documentation, and engage additional resources when necessary
  • Log/report issues on our CRM, provide effective and consistent communication to customers, peers, and other teams
  • Understand and set issue priority based upon urgency and business impact
  • Closedefinitely logued issues by providing quick resolutions and document technical analysis and root cause wherever applicable

 

Requirements:
  • Mandatory hands-on experience in the following technologies:
  • Networking
  • CentOS Linux
  • Windows OS

 

  • Mandatory hands-on experience in minimum of TWO to THREE from the below:
  • Contact Center Technologies (including Automated Dialers & Telephony)
  • Application Support
  • Telephony experience / SIP
  • XML scripting
  • Object Oriented Programming

 

  • Secondary - Nice to have/Optional Skills to stand out:
  • VXML
  • CCML
  • RDBMS
  • Microsoft LUIS/CLU
  • API's
  • SMS
  • Demonstrated ability to learn complex software tools quickly
  • Strong customer service, problem solving, documentation and teamwork skills
  • Contributes to team effort by accomplishing related results as needed
  • Having good logical reasoning, analytical skills, thrive to learn and engage in additional responsibilities whenever needed
  • Strong customer communication skills (verbal and written), including passing an English proficiency test
  • Cloud technologies – AWS and/or Google knowledge will be an added advantage
  • Basic Knowledge of Salesforce Service Cloud (Salesforce Communities a PLUS)

 

What We Offer:
  • Ability to work in a technical and fast-paced environment
  • Ability to achieve KPIs on a regular basis
  • Flexibility to work hours outside of normal shift, to meet customer needs
  • Flexibility to work during weekends
  • Technical Certifications and second or third language a plus but not mandatory

 

Equal Opportunities Employer:

We are committed to diversity and equal opportunities employer. We particularly encourage applications from people with disabilities, veterans, women, minorities, and individuals from diverse backgrounds.

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