Technical Support Specialist

4 days ago

Ahmedabad, Gujarat, India beBeeTechnical Full time ₹ 8,00,000 - ₹ 12,00,000
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Job Title: Technical Support Specialist

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As a Technical Support Specialist, you will be responsible for providing expert technical assistance to our customers. This includes resolving complex technical issues, analyzing and interpreting data captures and trace logs, and collaborating with cross-functional engineering and support teams.

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Key Responsibilities:

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  • Provide top-notch technical support to customers via various channels (phone, email, chat).\
  • Analyze and troubleshoot complex technical issues using tools like Log Reader and Fiddler.\
  • Collaborate with engineers and other stakeholders to resolve customer issues.\
  • Document technical knowledge in FAQs and troubleshooting guides.\
  • Participate in regular meetings to discuss the status of escalated bugs and new issues.\
  • Stay up-to-date with the latest technologies and trends in the industry.\
  • Identify and escalate potential product defects to the appropriate feature teams.\
  • Manage multiple open issues and ensure their successful completion.\
  • Update the help-desk ticketing system to track, monitor, and resolve issues.\
  • Diagnose and troubleshoot system issues along with isolation of the issue.\
  • Follow standard procedures for escalating to the appropriate feature teams as required.\
  • Engage with Microsoft Engineering/Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements.\
  • Experience supporting the M365 suite of products and troubleshooting web and desktop apps.\
  • Familiarity with Microsoft 365 and SharePoint integration with Teams is preferred.\
  • Proven experience as a Support Engineer or similar role is required.\
  • Excellent communication and customer service abilities are necessary.\
  • Good to have knowledge on Education tenant apps such as assignments, class notebooks and School data sync.\
  • Experience with ICM and Service Incident is a plus.\
  • Knowledge of API requests and responses (Graph API is desirable) is beneficial.\
  • Proficiency in extracting logs for debugging (Desktop Logs, Network Logs, Web Logs) is required.\
  • Understanding of HTTP and HTTPS Request Code is essential.\
  • Strong problem-solving, debugging, and troubleshooting skills are mandatory.\
  • Ability to work in a fast-paced environment with changing priorities is required.\
  • Physical stamina to handle high-stress situations is necessary.\
  • Continuous learning and professional growth are encouraged.\
  • Opportunities for career advancement and skill development are available.\
  • Competitive compensation package including salary, bonuses, and benefits.\
  • Work-life balance and flexible working hours.\
  • Professional development and training opportunities.\
  • A dynamic and collaborative work environment.\
  • Recognition and rewards for outstanding performance.\
  • Comprehensive health insurance, retirement plan, and paid time off.\
  • Remote work options and flexible scheduling.\
  • Employee discounts and perks.\
  • Mentorship programs and leadership development.\
  • Regular feedback and coaching.\
  • Meetings and discussions to align with company goals.\
  • Quarterly performance reviews and annual salary increases.\
  • Annual bonus and stock option plans.\
  • 401(k) matching program and education assistance.\
  • Family leave and parental leave policies.\
  • Life insurance and disability insurance.\
  • Adoption assistance and fertility benefits.\\

Join our team of dedicated professionals who share your passion for delivering exceptional technical support

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