Technical Support Specialist Role

4 days ago

Cochin, Kerala, India beBeeCustomerSupport Full time ₹ 20,00,000 - ₹ 25,00,000
Technical Support Specialist Role

This is a unique opportunity to work as a Technical Support Specialist.

As a key member of our team, you will be responsible for providing top-notch customer support experiences. You will resolve technical cases and answer customer questions using excellent communication skills and troubleshooting expertise.

Successful candidates are committed to building trust with customers and resolving complex issues through various technologies including web, chat, email, case updates, and direct telephone support.

Understanding the ServiceNow platform is essential in this role. The ideal candidate should have experience with server administration across OS platforms (Windows/Unix) and be proficient in analyzing log files and standard debugging concepts.

The Technical Support Specialist will also play a key role in providing input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers.

Key Responsibilities:

  • Resolve technical cases created by customers
  • Provide exceptional customer support experiences
  • Utilize excellent communication skills to answer customer questions
  • Employ various diagnostic tools to isolate the potential cause of the issue

Requirements:

  • Bachelor's degree in computer science or a related field
  • 2+ years providing customer-facing technical support (ITOM applications)
  • Good Communication Skills
  • Ability to comprehend, modify server-side object-oriented JavaScript, Unix Shell scripting and Windows scripting, and PowerShell
  • Experience with troubleshooting tools such as Wireshark, Traceroute

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)

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