Customer Service Advocate

1 day ago

Jaipur, Rajasthan, India beBeeSupport Full time ₹ 5,00,000 - ₹ 10,00,000
Technical Support Specialist Job Description

This role involves working as part of a Global Customer Technical Support team, providing post-sales support to customers and partners worldwide. You will be responsible for diagnosing and troubleshooting software and hardware issues, aiding with product applications and use cases, and communicating with customers via phone and email.

Key Responsibilities:

  • Communicating with customers to understand their problems and explaining technical information clearly
  • Asking targeted questions to quickly identify the root of the issue
  • Diagnosing and troubleshooting technical issues efficiently
  • Tracking issues through to resolution within agreed time limits
  • Escalating unresolved issues to internal teams
  • Providing prompt and accurate feedback to customers
  • Referring to internal databases or external resources for technical solutions
  • Leading troubleshooting discussions and brainstorming sessions
  • Delivering workshops to local and global teams on customer presentations and technical knowledge
  • Ensuring all issues are properly logged and following case management procedures
  • Prioritizing and managing multiple open issues at once
  • Following up with customers to ensure system functionality after troubleshooting
  • Identifying areas for improvement in processes, procedures, or tools
  • Documenting technical knowledge in knowledge base articles and submitting documentation opportunities
  • Creating and delivering product knowledge sharing sessions to regional teams
  • Collaborating with the Sales Team to ensure timely updates on critical issues
  • Working with the Engineering Team to assist with documentation
Qualifications

To be successful in this role, you should have:

  • Required Skills:
    • Understanding of networks and CCNA certification or equivalent knowledge
    • Experience with Linux/Unix operating systems and deep knowledge of supported OS features and roles
    • Knowledge of product software and hardware, including scripting and programming skills
    • Advanced understanding and experience of networks, firewalls, protocols, and high-level protocols and traffic
    • Extensive understanding and experience of virtualization and cloud concepts, properties, and technology
    • Good understanding of technology infrastructure, security concepts, and platforms
    • Strong understanding of networking (specifically IP-related technologies)
    • Good problem-solving investigative and multi-tasking skills
    • Ability to communicate complex technical information to customers
    • Focus to detail and ability to follow defined processes and procedures
    • Autonomy and willingness to attend self-studies to increase technical knowledge
    • Organization and prioritization abilities
    • Good computer skills in MS Office
  • Desired Skills:
    • Subject Matter Expertise in 1-3 areas relative to AppLogic Networks product
    • Great collaborator with good CSAT and customer feedback

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