Product Incident Resolution Specialist

2 weeks ago

Ahmedabad, Gujarat, India beBeeSupport Full time ₹ 8,00,000 - ₹ 15,00,000

Technical Support Specialist

The primary objective of this role is to serve as the first point of contact for customers on various product-related queries and technical issues. You will be responsible for delivering timely and high-quality incident resolution through thorough root cause analysis, prevention, and knowledge transfer.

Responsibilities
  • Deliver incident resolution through effective troubleshooting and knowledge transfer.
  • Collaborate with internal teams to drive faster resolution and enhance customer satisfaction.
  • Interact with customers via phone, email, and chat services to resolve support incidents within target service level agreements.
  • Document customer incidents with troubleshooting, root cause, and resolution information.
  • Contribute to the internal and external knowledge base for faster incident resolution.
Requirements
  • A minimum of 1-3 years of experience in a product support role interacting with English-speaking customers over calls, emails, and chat.
  • Excellent verbal and written communication skills in English.
  • Strong problem-solving skills and ability to troubleshoot technical issues effectively.
  • Passion for technology and aptitude to learn technical concepts quickly.
  • Ability to work in high-pressure scenarios and maintain excellent interpersonal skills.
  • Experience with ticketing and tech support platforms such as Zendesk, Freshdesk, and Salesforce is desirable.
Technology Stack
  • Frontend: JavaScript, HTML5, CSS3, jQuery.
  • Good to have: LESS, Twitter Bootstrap, TypeScript, SASS, AngularJS/React.
  • Backend: Node.js, Python, PHP, or JAVA.
  • Database: Working knowledge of SQL queries and experience with one or more of the following databases: Mongo, PostgreSQL, or any other NoSQL DB knowledge.
  • Basic networking concepts, Linux terminal commands, and knowledge of HTTP headers, cookies, web APIs, web servers, and SSL are essential.
Why This Role?

This is an exciting opportunity to join a dynamic team where you can leverage your technical expertise to make a meaningful impact.

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