Customer Technical Support Professional

23 hours ago

Madurai, Tamil Nadu, India beBeeTroubleshooter Full time ₹ 8,00,000 - ₹ 15,00,000
Technical Expert Role

This role is part of a global team providing technical support to customers and partners worldwide. The primary focus is on troubleshooting software and hardware issues, aiding with product applications and use cases, and communicating with customers through various channels.

Key Responsibilities:
  • Communicate with customers to understand their problems and provide detailed technical information.
  • Diagnose and troubleshoot technical issues efficiently.
  • Track issues to resolution within agreed time limits.
  • Evaluate and escalate unresolved issues to the next level or internal teams.
  • Provide prompt and accurate feedback to customers.
  • Refer to internal databases or external resources for technical solutions.
  • Lead troubleshooting discussions and workshops for both local and global teams.
  • Ensure all issues are properly logged and follow case management processes.
  • Prioritize and manage multiple open issues simultaneously.
  • Follow up with customers to ensure system functionality after troubleshooting.
  • Identify areas for improvement in processes, procedures, or tools.
  • Document technical knowledge through knowledge base articles.
Required Skills and Qualifications:
  • Understanding of networks and protocols (CCNA or equivalent).
  • Deep knowledge of supported Linux/Unix operating systems.
  • Knowledge of product software and hardware, including scripting and programming skills.
  • Advanced understanding of networks, firewalls, and protocols.
  • Extensive experience in virtualization and cloud concepts.
  • Strong understanding of technology infrastructure and security concepts.
  • Able to configure and troubleshoot network equipment (Cisco, Juniper, etc.).
  • Good problem-solving, investigative, and multi-tasking skills.
Preferred Qualifications:
  • Subject Matter Expertise in 1-3 areas relative to AppLogic Networks product.
  • Great collaborator with excellent CSAT and customer feedback.

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