Technical Support Specialist

4 days ago

Pune Bengaluru Bangalore, India beBeeSupport Full time ₹ 1,04,000 - ₹ 1,30,878
Job Description:

We are seeking a highly skilled and motivated Technical Support Specialist to join our team. As a key member of our support organization, you will be responsible for resolving end-user infrastructure issues through various mediums like calls, chat, and service requests.

Key Responsibilities Include:

  • Incident Management: You will handle and resolve technical issues, service interruptions, or customer complaints promptly to minimize downtime and disruptions for clients.
  • Ticketing System Management: You will create, manage, and track service requests or incidents in the ticketing system, ensuring timely responses and resolutions.
  • Customer Support: You will provide first-line support for clients or end-users through multiple channels (phone, email, chat), ensuring accurate solutions and professional service.
  • Problem Diagnosis: You will identify the root cause of issues reported by customers and provide effective solutions or escalate to higher-level support teams when necessary.
  • Service Level Agreement (SLA) Compliance: You will ensure all service requests are handled within agreed-upon SLAs, maintaining response and resolution times.

Required Skills and Qualifications:

  • Prior Service Desk experience is mandatory.
  • Excellent English speaking skills are mandatory.
  • Strong troubleshooting and problem-solving abilities for infrastructure issues.
  • Proficiency in using ticketing systems for incident and service request management.
  • Ability to provide customer support across multiple channels (phone, email, chat).
  • Understanding of SLA compliance and commitment to meeting targets.
  • Experience in knowledge management and creating documentation.
  • Strong communication and interpersonal skills for effective escalation and collaboration.
  • Ability to monitor system performance and generate reports.
  • Customer-focused with a strong commitment to satisfaction.
  • Understanding of service continuity principles.

Qualification:

  • Graduate.

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