System Technical Support Specialist

4 days ago

Mysore, Karnataka, India beBeeTechnical Full time ₹ 15,00,000 - ₹ 25,00,000
Job Description

As a technical support specialist, you will be responsible for providing timely and effective assistance to customers through various channels.

  • Communicate clearly with customers both in writing and over the phone
  • Perform mid-level and advanced troubleshooting of issues across services provided by the managed services team
  • Engage directly with customers to review quality of service and provide monthly service overviews
  • Provide support to incident managers for critical P1 issues, ensuring that the customer is updated regularly, and that the operations team drives the issue to resolution and performs root cause analysis
  • Perform advanced configuration of monitoring tools and automation/improvement of common operational tasks
  • Respond to automated alerts performing troubleshooting and resolution of issues, as well as proper notifications where required
  • Use a ticket system to provide regular status updates and make sure tasks are completed based on priority and in compliance with SLAs
  • Research technical issues, using internal and publicly available documentation
  • Work with OEM and 3rd party support providers to resolve issues
  • Provide excellent customer service, staying calm and communicating clearly and professionally in stressful situations
  • Provide quality customer service, including interacting with customers and answering customer inquiries
  • Ability to work independently and proactively identify and resolve issues without direct instruction
  • Mentor and provide technical guidance to the managed services team
  • Provide on-call support for off-hours incidents, requests, and escalations
  • Perform other tasks as assigned by management

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