Customer Support Specialist

2 days ago

Hyderabad, Telangana, India beBeeSupport Full time ₹ 7,50,000 - ₹ 15,00,000
Technical Support Analyst

As a critical point of contact, you will be the primary liaison for colleagues encountering issues with customer and field technology platforms.

This role focuses on meticulous problem-solving, driving continuous improvement in support processes, and ensuring efficient handling of support tickets.

You will triage, resolve, and escalate complex or specialist issues while maintaining ownership of tasks. Your expertise in supplier management will also involve documenting detailed information for every incident and tracking patterns to identify recurring problems.

Our ideal candidate will have strong analytical skills, familiarity with ticketing systems, and experience working with multiple priorities. They should be able to effectively communicate with colleagues, vendors, and technical teams to resolve issues.

We seek someone who is curious, eager to learn new systems and tools, and proactive about solving problems. Experience with Jira Service Management, Kaluza Agent Experience, Kaluza API, Salesforce, and Postman is highly valued.

Key Responsibilities:

  • Triage & Manage Tickets:
    • Log and prioritize incoming support requests.
    • Escalate complex issues to the correct teams while maintaining ownership.
  • Supplier Management:
    • Document detailed information for every incident.
    • Track incident patterns and work with stakeholders to identify and resolve recurring issues.
  • Sharing & Documentation:
    • Identify knowledge gaps and update the internal knowledge base with troubleshooting guides and solutions.
    • Share insights and best practices with team members to improve first-time fix rates.
  • Delivery:
    • Contribute to achieving team Service Level Agreements (SLAs) for ticket response and resolution.
    • Actively support initiatives to enhance customer experience, reduce inefficiencies, and improve tools and processes.

Requirements:

  • Experience & Skills:
    • 2-5 years in a Technical Support, IT Service Desk, or similar role.
    • Strong analytical skills and ability to manage multiple priorities.
    • Familiarity with ticketing systems and incident management.
  • & Collaboration:
    • Clear communicator, capable of working with colleagues, vendors, and technical teams.
    • Able to document and explain technical issues in simple, clear language.
  • & Growth:
    • Curious, eager to learn new systems and tools, and proactive about solving problems.
    • Focused on continuous improvement, looking for ways to make support processes more efficient.

Location: Hyderabad, IN

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