Technical Support Specialist

1 day ago

Kollam, Kerala, India beBeeSupport Full time ₹ 10,00,000 - ₹ 15,00,000
Job Title - Technical Support Specialist

This role is a key component of our operational backbone, providing critical support for our bespoke trading applications across various areas such as Trading, Operations, Invoicing, Credit, and Legal.

  • A proven track record in application support within high-pressure environments with rapid change.
  • Demonstrated analytical and problem-solving skills with meticulous attention to detail.
  • The ability to adapt quickly, take ownership, and drive issues to resolution.

Candidates with excellent communication skills and a user-centric approach are required, possessing a proactive and resilient mindset and a commitment to delivering high-quality support and documentation.

Main Responsibilities:
  • Function as the primary point of contact within the Technical Support team, addressing incidents and service requests raised by users.
  • Take full responsibility for assigned incidents, problems, and service requests in ServiceDesk Plus, ensuring timely acknowledgment, regular updates, and resolution within set SLA targets.
  • Elevate issues when necessary and collaborate with the Head of Technical Support to ensure prompt and effective resolution.
Knowledge Management & Training:
  • Ensure all support guides, knowledge articles, and training materials are regularly updated and reflect the latest system functionality and processes.
  • Deliver training to new and existing users to enhance understanding and adoption of the system.
System Expertise & Continuous Improvement:
  • Maintain deep functional knowledge of our bespoke trading application, acting as a subject matter expert for users and internal teams.
  • Assist with User Acceptance Testing (UAT) for new system releases, ensuring readiness and user impact assessment.

The ideal candidate will be highly adaptable and proactive, capable of stepping in and supporting team coverage during peak periods or absences.

They should possess excellent time management and organisational skills, allowing them to operate effectively within a results-driven business environment.

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