Senior Technical Support Specialist

3 days ago

Gurgaon, Haryana, India beBeeCustomerService Full time ₹ 1,04,000 - ₹ 1,30,878

The role requires an individual to provide technical support, resolve client issues, and meet process SLAs.

Key Responsibilities
  1. Support the process by managing transactions according to quality standards
  2. Respond to incoming help requests via phone and email in a professional manner
  3. Document end user identification information, including name, department, contact details, and issue nature
  4. Update availability in the RAVE system for productivity
  5. Record, track, and document queries, problem-solving steps, and resolution outcomes
  6. Resolve client queries following standard processes and SLA-defined contracts
  7. Access internal knowledge bases and frequently asked questions for effective problem resolution
  8. Identify product details to facilitate better client interaction and troubleshooting
  9. Analyze call logs to spot recurring trends and prevent future problems
  10. Maintain and update self-help documents to speed up resolution time
  11. Escalate serious client issues to the team leader when necessary
  12. Ensure all product information is disclosed to clients before and after requests
  13. Comply with service agreements to avoid legal challenges
  14. Deliver excellent customer service through diagnosis and troubleshooting of client queries

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