Senior Technical Operations Specialist

5 days ago

Thrissur, Kerala, India beBeeCustomer Full time ₹ 40,00,000 - ₹ 60,00,000
Technical Support Associate

We are a dynamic team of over 300 employees, part of the youngest global financial services firm operating in India. Our talented team reimagines operational efficiencies and client experiences while cultivating an unmatched workplace culture that champions collaboration, creativity, and continuous growth.

Key Qualities We're Seeking
  • Effective communication with clarity
  • Collaboration within a team to achieve goals
  • Solving problems creatively and efficiently
  • Adaptability to change and flexibility in new situations
  • A strong work ethic and professionalism

Responsibilities

  • Providing technical assistance via email, forms, or telephone to internal and external users
  • Diagnosing and resolving basic technical issues related to Odessa, Platform Tools, and API/network connectivity
  • Performing configuration changes in Odessa to meet user requirements
  • Escalating complex issues to higher-level support teams or Odessa when necessary, ensuring proper documentation of the escalation process
  • Maintaining accurate records of user interactions and technical issues in the ticketing system
  • Providing timely follow-up with users to ensure their issues are resolved to their satisfaction
  • Assisting with user account management, including password resets and access permissions
  • Contributing to the development and maintenance of knowledge base articles and documentation for common issues and solutions
  • Participating in training sessions and workshops to enhance technical and customer service skills
  • Collaborating with team members to improve support processes and enhance the overall user experience
Requirements
  • Previous experience in a customer service or technical support role
  • Knowledge of Odessa and its functionalities
  • Strong problem-solving skills and the ability to work independently
  • Excellent verbal and written communication skills
  • Ability to handle multiple tasks and prioritize effectively in a fast-paced environment
  • A customer-oriented mindset with a desire to help others
Experience
  • A minimum of 6 to 9 years of overall experience
  • Specific experience managing or working with Odessa or similar platforms

Why You'll Thrive Here

Our organization is dedicated to creating valuable solutions that help our clients grow and succeed. We aim to deliver results quickly and effectively by doing things right the first time. We also stay updated with the latest technology trends to innovate and improve our services. This helps us grow while reducing risks and enhancing the experience for our clients. Additionally, we focus on creating a healthy, inclusive, and competitive work environment to ensure that our employees are challenged and engaged in their work. We build strong partnerships by connecting with talented individuals in India and representing our interests in the country. Diversity is key to our strength, and we offer employee policies and benefits that are top of the industry. Our LGBT+ inclusion program is robust, offering apprenticeships, competitive compensation, and tailored learning paths. Our employee engagement score is remarkable at 92%, and our voluntary attrition rate is well below the industry average at 4.83%.

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