High-Touch Technical Specialist

2 days ago

Gurgaon, Haryana, India beBeeTechnical Full time ₹ 18,00,000 - ₹ 22,00,000
Job Summary

We are seeking an experienced Senior Technical Expert to join our team. As a key member of our support organization, you will play a critical role in delivering exceptional technical assistance to our clients, ensuring seamless experiences across our software solutions.

In this position, you will leverage your deep expertise to diagnose complex issues, mentor junior team members, and drive continuous improvement in support processes. You will be responsible for providing high-quality technical assistance through chat, phone, and email, troubleshooting and resolving complex customer issues. Additionally, you will perform in-depth problem analysis, isolate root causes, and develop innovative solutions or workarounds.

Responsibilities:
  • Expert Technical Support: Provide high-quality technical assistance through various channels, including chat, phone, and email.
  • Issue Analysis & Resolution: Perform thorough analysis of complex issues, identify root causes, and implement effective solutions.
  • Escalation Management: Manage high-priority cases, working closely with cross-functional teams to ensure timely resolution.
  • Knowledge Leadership: Serve as a subject matter expert on our products, providing guidance to customers and internal teams.
  • Process Improvement: Identify inefficiencies in support workflows and recommend strategies to enhance service quality.
  • Team Collaboration: Work closely with Tier 2 support engineers and incident management teams to ensure timely resolution of complex cases.
  • Customer Advocacy: Build strong relationships with clients, ensuring they feel valued and supported throughout their journey with us.

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