Technical Support Specialist

2 weeks ago

Meerut, Uttar Pradesh, India beBeeCustomer Full time ₹ 7,20,000 - ₹ 12,12,000

Role Summary

A Technical Support Engineer is the primary contact for customers on support issues and product queries. The role involves working on all matters related to products & services for various customers ranging from small & mid segment to large enterprises.

The successful candidate will utilize their skills to troubleshoot technical problems, effectively collaborate, communicate with, and escalate to other internal teams to deliver resolution for the customers.

The role 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.

The ideal candidate will have a strong customer focus to drive faster resolution & customer satisfaction.

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

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