Technical Support Specialist

15 hours ago

Bikaner, Rajasthan, India beBeeTechnical Full time ₹ 5,00,000 - ₹ 10,00,000

Job Summary

We are seeking a skilled Technical Support Specialist to join our team. As a key member of our support team, you will be the primary contact for customers on technical issues and product queries.

Your role will involve working with customers ranging from small & mid segment to large enterprises, utilizing your skills to troubleshoot technical problems, effectively collaborate, communicate with, and escalate to other internal teams to deliver resolution for the customers.

The position requires delivering timely and high-quality incident resolution focusing on root cause analysis, prevention, and knowledge transfer, as well as contributing to the internal knowledge base.

A strong customer focus is required to drive faster resolution & customer satisfaction.

Key Responsibilities:

  • Interacting with customers using the telephone, email, and chat services to resolve support incidents
  • Contact and resolve customer issues within the target service level agreements
  • Scope and document customer incidents with troubleshooting, root cause, and resolution information
  • Follow the internal processes, policies, and guidelines on collaboration, escalation & communication
  • Contribute to the internal and external knowledge base for faster resolution of incidents

Requirements:

  • Minimum 1-3 years of experience in a product support business interacting with English-speaking customers over calls, emails, and chat preferably US-based
  • Good verbal and written communication skills in the English language
  • Problem-solving skills and good troubleshooting acumen
  • Passion for technology and aptitude to ramp up on technical and business concepts
  • Ability to work in high-visibility, high-pressured scenarios
  • Familiarity with ticketing and tech support platforms such as Zendesk, Freshdesk, and Salesforce
  • Collaborative mindset and ability to work closely with core engineering teams daily

Proficiency in:

  • Javascript, HTML5, CSS3, JQuery
  • Basic networking concepts
  • Basic Linux terminal commands
  • Knowledge of various HTTP headers, cookies, web APIs, web servers, and SSL
  • Experience using Grunt, Bower, and Git

Why This Role?

This is an exciting opportunity to work with some of the most innovative minds in the industry. You will have the chance to grow professionally, learn new skills, and contribute to the success of our team.

What We Offer:

  • Immense growth opportunities and continuous learning
  • Work with a highly driven and skilled team who think big and execute beyond what is expected
  • Opportunity to explore your entrepreneurial mindset
  • An open culture where your creative bug gets activated

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