Technical Support Expert

22 hours ago

Ahmedabad, Gujarat, India beBeeTechnical Full time ₹ 5,00,000 - ₹ 10,00,000
Job Title: Technical Support Expert

We are seeking a dedicated and skilled technical support expert to join our team. As a member of our team, you will play a vital role in providing assistance related to Alvaria products.

You will be responsible for diagnosing, troubleshooting, repairing, and debugging complex application issues related to our software.

Job DescriptionGeneral Scope & Summary

The successful candidate will provide top-notch technical support to customers and partners worldwide. You will respond to situations where end-users have failed to isolate or resolve problems in malfunctioning equipment or software.

You will work closely with cross-functional teams to ensure seamless delivery of technical solutions.

Primary Role & Responsibilities
  • Resolve technical issues of the Alvaria product suite for our customers and partners around the globe.
  • Document and verify reported problems. Troubleshoot and resolve issues utilizing all available tools, resources, and documentation. 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.
  • Close issues by providing quick resolutions and document technical analysis and root cause wherever applicable.
Required Skills & QualificationsSpecialized Knowledge & Skills
  • Mandatory hands-on experience in the following technologies:
  • Networking
  • CentOS Linux
  • Windows OS
Mandatory Hands-On Experience
  • Two to three from the below:
  • Contact Center Technologies (including Automated Dialers & Telephony)
  • Application Support
  • Telephony experience / SIP
  • XML scripting
  • Object Oriented Programming
Nice-to-Have/Optional Skills
  • 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).
Benefits
  • 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.

We are an equal opportunity/affirmative action employer with a strong commitment to diversity. We are particularly interested in receiving applications from a broad spectrum of people.

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