Technical Support Representative

10 hours ago

Amrāvati, Maharashtra, India beBeeSupport Full time ₹ 50,00,000 - ₹ 1,00,00,000

Job Title: Technical Support Representative

About the Role:

The Mobility Support Team is a centralized support hub that bridges the gap between clients and technical solutions. It's the first point of contact for users facing issues with technology, software, or services.

Job Overview:

  • This role will handle and take ownership of multiple customer support activities to include receiving incoming calls, chats, emails & tickets to provide end-to-end technical support resolution to the end user.
  • Will interact with mobile phone carriers & other departments to resolve mobile service-related issues.
  • Adhere to established business rules & policies as dictated by joint operations documents.
  • Ensure SLA's and KRA's meet day to day, month to month requirements.

Key Responsibilities:

  • Determine the issue, research, and follow-up steps, as necessary for resolution of issues.
  • Answer incoming calls & chats.
  • Troubleshoot device and networking issues reported by the users, acting as a liaison between customers, mobile carriers, and internal teams to provide accurate and timely resolution.
  • Work customer service/tech support via incoming phone calls, email and chat.
  • Identify and assist to resolve all issues identified during regular operations. No scripts are used. You must be able to think on your feet and ask the appropriate questions to identify and resolve the issue as it arises.
  • Ticketing all calls, chats and email support in English.
  • Review deliverables of support team members and provide the required support and guidance to ensure timely deliverables.
  • Communicate escalations/ issues to Managers in a timely manner, ensuring that all communications are professional and accurate.
  • Act as a single point of contact for managing the communications with stakeholders.

Requirements:

  • We are looking for an English-speaking candidate to support our SaaS product (Mobility Practice).
  • Candidate should be willing to work in 24/7 rotational shifts.
  • Extremely organized with an appreciation for process and documentation.
  • A team player who thrives in a kind and collaborative environment.
  • Ability to quickly learn how to troubleshoot devices and step-by-step instructions.
  • Identification, prioritization, and resolution of reported problems through various mediums (platform, emails, calls, chats) and responsible for the closure of request with the specified SLA.
  • Working closely with international telecom carriers/service providers to resolve requests and incidents raised by customers.
  • Technical Support experience highly regarded.

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