Technical Support Specialist

2 weeks ago

Amrāvati, Maharashtra, India beBeeSupport Full time ₹ 6,00,000 - ₹ 10,00,000

As a key member of our support team, you will be responsible for providing exceptional customer experience by handling inquiries, resolving technical issues, and logging bugs.

Key Responsibilities
  • Respond promptly to customer inquiries via email, chat, phone, or in-app messaging
  • Assist users through onboarding, troubleshooting, and using key features
  • Maintain a friendly, clear, and solution-focused tone in every interaction
Issue Tracking & Resolution
  • Log technical issues and support tickets accurately using tools like JIRA
  • Escalate bugs or critical issues to the development team
  • Follow up to ensure resolutions are successful and satisfactory
Documentation & Knowledge Base
  • Create and update FAQs, help articles, and user guides
  • Identify recurring questions or pain points and suggest improvements
Customer Insights & Feedback
  • Gather and organize customer feedback to support product and UX improvements
  • Monitor social media channels for comments, questions, and concerns
  • Share recurring issues and feature requests with product and dev teams
  • Provide regular reports on customer sentiment and support trends
Performance Monitoring
  • Track KPIs like response time, resolution rate, CSAT, and ticket backlog
  • Ensure alignment with internal SLAs and service standards
Required Skills
  • Excellent written and verbal communication
  • Strong troubleshooting and problem-solving skills
  • Quick learner, able to adapt to new tools and workflows
  • Comfortable multitasking across different tasks and platforms
  • Familiar with CRM/helpdesk tools
  • Patience, empathy, and professionalism in dealing with users of all technical levels
Preferred Qualifications
  • Experience in SaaS, tech, or startup environments
  • Knowledge of AI tools, automation workflows, or digital marketing platforms
  • Ability to contribute to customer-facing documentation
  • Basic technical knowledge (APIs, browser issues, integrations)

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