Technical Support Specialist

7 days ago

Mount Abu, Rajasthan, India beBeeSupport Full time ₹ 50,00,000 - ₹ 75,00,000
Job Overview:

The Mobility Support Desk is a centralized support hub bridging the gap between client employees and technical solutions.

It's the first point of contact for users facing issues with technology, software, or services.

We're looking for a Portuguese/Spanish & English-speaking candidate to support our SaaS product (Mobility Practice).

Key Responsibilities:
  • Determine the issue, research, and follow-up steps as necessary for resolution of issues
  • Answer incoming calls and chats
  • Troubleshoot device and networking issues reported by the users, acting as a liaison between customers, mobile carriers, policy, and internal teams to provide accurate and timely resolution
  • Work customer service/tech support via incoming phone calls, email, and chat
  • Identify and assist to resolve all issues identified during regular operations
  • Ticketing all calls, chats, and email support in English and Portuguese/Spanish
  • Review deliverables of support team members and provide the required support and guidance to ensure timely deliverables
  • Communicate escalations/issues to managers in a timely manner, ensuring that all communications are professional and accurate
Requirements:

Portuguese/Spanish & English-speaking candidate to support our SaaS product (Mobility Practice)

  • Willing to work in 24/7 rotational shifts
  • Extremely organized with an appreciation for process and documentation
  • Team player who thrives in a kind and collaborative environment
  • Ability to quickly learn how to troubleshoot devices and step-by-step instructions
  • Identification, prioritization, and resolution of reported problems through various mediums and responsible for the closure of request with the specified SLA
  • Work closely with international telecom carriers/service providers to resolve requests and incidents raised by customers
  • Technical Support experienced highly regarded
What We Offer:

Sakon offers flexible holiday policies, hybrid working options, life and medical insurance, focus on skill development, reimbursement for certifications, wifi-mobile bill reimbursement, and employee well-being activities.

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