Hardware and Software Technical Solutions Specialist

1 day ago

Gurgaon, Haryana, India beBeeTechnical Full time US$ 90,000 - US$ 1,20,000
Job Overview:

This role has been designed to support partners and customers in resolving technical issues related to hardware and software.

Duties:
  • Resolve technical issues from incoming internal or external business contacts and end-user notifications.
  • Respond to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options based on customer entitlement and warranty.
  • Assist businesses and end-users to avoid or reduce problem occurrence.
  • Act as a mentor and guide other employees.
  • Provide direction and guidance to process improvements.
  • Articulate clearly, recommend, and explain resolutions to clients.
  • Understand and utilize ITIL (Information Technology Infrastructure Library).
Requirements:
  • Bachelor of Arts, Science, or equivalent experience typically completed within 3-4 years beyond high school level.
  • 5-7 years' experience in relevant technologies and customer environments.
  • Relevant industry qualification where applicable.
  • Excellent verbal and written communication skills in the supported language.
  • Advanced troubleshooting skills in a technical environment.
  • Excellent analytical and problem-solving skills.
  • Advanced software and hardware knowledge of computing, storage, and peripheral devices.
  • Knowledge of multiple product lines (e.g., proactive, reactive, storage, enterprise systems, tier 2 or 3 support).
  • Proficiency with case management databases and tools.
  • Superior customer service skills.
  • Phone and remote support experience.
  • E-support experience, knowledge, and resolution ability.
  • Ability to solve and document solutions for usage by other technicians and customers.
  • Ability to mentor new agents and train peers on solutions.
  • Ability to take full ownership for resolution with escalated customers.
  • Ability to lead technical action plans.
Competencies:
  • Developed knowledge of more complex solutions.
  • Proactive approach to issue resolution.
  • Collaborative teamwork skills.
  • Effective time management and prioritization.

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