Senior Technical Customer Advocate

1 week ago

Mumbai, Maharashtra, India beBeeClientSupport Full time ₹ 6,00,000 - ₹ 12,00,000
Key Responsibilities

We seek a highly skilled professional to fill the role of Client Support Specialist. The ideal candidate will have a proven track record of delivering exceptional customer support and a strong understanding of technical systems.

  • Customer Support: Respond promptly to technical and functional inquiries through various channels, such as phone, email, and case management systems. Communicate updates effectively to clients, ensuring seamless service delivery.
  • Incident Management: Track progress of inquiry resolutions and handle unexpected events or system failures that impact clients. Perform system checks to proactively identify and resolve potential issues, adhering to established protocols.
  • Knowledge Development: Build and maintain a comprehensive understanding of underlying application/Product being supported under this service, including database structure and configuration files. Investigate and resolve issues efficiently, using logical problem-solving abilities.
  • Collaborative Relationships: Establish strong working relationships with internal departments, client teams, and third-party vendors to ensure seamless service delivery. Participate in shift rotations, on-call availability, weekend tasks, and handle out-of-hours escalations as necessary.
  • Testing and Deployment Support: Assist clients in testing new or updated products and services, ensuring they meet requirements. Support the release and deployment of service components, adhering to established protocols.

Required Skills and Qualifications

  • Educational Background: A degree in Computer Science, Computer Engineering, or a related technical field is required.
  • L1 and L2 Support: Proven experience in providing first-level technical support to customers via phone, email, and chat, as well as performing advanced troubleshooting and diagnostics.
  • Problem-Solving Skills: Strong analytical and proactive approach to troubleshooting, even under pressure, with logical problem-solving abilities.
  • Technical Expertise: Proficiency in Linux/Unix operating systems and familiarity with command-line tools, experience working with ServiceNow & JIRA, excellent working knowledge of SQL and PL/SQL programming languages.
  • Communication Skills: Excellent written and verbal communication skills in English, along with a confident and professional demeanor for effective client interactions.
  • Time and Task Management: Ability to manage time efficiently while handling dynamic workloads and priorities.
  • Team Collaboration: Cooperative mindset for working effectively with team members, other departments, and third parties to achieve shared objectives.
  • Customer-Oriented Approach: Capacity to view situations from a customer's perspective and act accordingly to enhance user satisfaction.

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