Senior Technical Customer Support Specialist

7 days ago

Kota, Rajasthan, India beBeeTechnical Full time ₹ 8,00,000 - ₹ 15,00,000

We are seeking a skilled professional to manage helpdesk tickets for our customers. As a Support Engineer, you will play a critical role in ensuring that customer issues are resolved efficiently and effectively.

The ideal candidate will have strong problem-solving, debugging, and troubleshooting skills, as well as excellent communication and customer service abilities.

  • Familiarity with Microsoft 365 and SharePoint integration with Teams is essential.
  • Experience working with network capture and analysis tools like Fiddler and Developer tools (Browser) is preferred.
  • Able to analyze and interpret data captures and trace logs to resolve customer issues in production environments.
About the Role

This position involves owning, investigating, and solving complex customer technical issues while acting as an advisor to the customer, collaborating within and across teams leveraging troubleshooting tools and practices.

Responsibilities:
  1. Engaging with Microsoft Engineering/Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements.
  2. Updating the help-desk ticketing system to track, monitor, and resolve issues.
  3. Identifying issues that are logical in nature and escalating them to the appropriate team for resolution.
  4. Troubleshooting and owning customer issues from reporting to resolution.
  5. Diagnosing and troubleshooting system issues along with isolation of the issue.
  6. Following standard procedures for escalating to the appropriate feature teams as required.
  7. Managing multiple open issues and ensuring their successful completion.
  8. Documenting technical knowledge in FAQs and troubleshooting guides.
  9. Triaging and escalating new bugs from early ring customers.
  10. Verifying and rejecting bugs submitted by unknown sources. Monitoring and assigning emerging issues to the engineer for escalation.
  11. Using tools like Log Reader and Fiddler to troubleshoot and reproduce issues. Collaborating with cross-functional engineering and support teams.
  12. Participating in regular meetings to discuss the status of escalated bugs and new issues.
Required Qualifications:
  • Proven experience as a Support Engineer or similar role.
  • Good to have knowledge on Education tenant apps such as assignments, class notebooks and School data sync.
  • Experience with ICM and Service Incident is preferred.

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