Expert Technical Case Resolver

1 week ago

Kanpur, Uttar Pradesh, India beBeeTechnical Full time ₹ 10,00,000 - ₹ 20,00,000
Technical Support Engineer

About the Role:

In this role, you will resolve technical cases created by customers seeking help with ServiceNow software and platform issues. Your expertise in building trust, showing empathy, and excellent communication will enable you to answer customer questions and resolve issues through various technologies.

You will work closely with internal teams to manage and resolve challenging issues assigned to you. Creative problem-solving, a collaborative nature, and flexibility are essential for success in this role.

Key Responsibilities:

  • Resolve technical cases and provide exceptional customer support experiences.
  • Collaborate with internal teams to manage and resolve complex issues.
  • Employ diagnostic tools to isolate potential causes of issues.
  • Manage and maintain knowledge base and incident management systems.

Requirements:

To be successful in this role, you must have:

  • A bachelor's degree in computer science or a related field.
  • 2+ years of experience in customer-facing technical support (ITOM applications).
  • Strong troubleshooting/root cause isolation skills.
  • Demonstrated creative problem-solving approach and strong analytical skills.
  • Excellent communication skills (verbal and written).

Preferred Qualifications:

  • Solid understanding of object-oriented programming skills (Java strongly preferred).
  • Familiarity with ITOM, CMDB, and ITIL business processes.
  • Experience providing web development support is highly desirable.

Benefits:

This role offers a dynamic work environment, opportunities for growth and development, and a competitive compensation package.

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