Senior Technical Solutions Specialist

1 day ago

Rawalpindi Cantonment, Pakistan beBeeTechnical Full time 7,500,000 - 15,000,000
About the Role:

The Technical Support Lead is a senior subject matter expert responsible for providing complex technical support for products and services.

This includes managing, tracking, diagnosing, and troubleshooting high-level cases for technical support engineers. The role also involves leadership of the technical support team, mentoring, training, and coaching other technical support engineers to develop their skills and expertise.

Collaboration with engineering teams across the organization is essential to identify and address technical issues affecting customers. The Technical Support Lead drives continuous improvement in the technical support process by analyzing trends, creating new support processes, and aligning technical support with business goals.

Key Responsibilities:
  • Analyze and diagnose complex issues to provide solutions minimizing user disruption.
  • Identify and resolve technical issues that cannot be resolved by technical support engineers.
  • Create and maintain technical documentation for internal and external use.
  • Work closely with cross-functional teams to identify and address technical issues.
  • Provide excellent communication and collaboration skills to work effectively with different teams.
  • Lead and mentor technical support engineers, sharing knowledge and expertise to improve their technical skills.
  • Identify opportunities for process improvement and drive changes to enhance efficiency and effectiveness of technical support.
Requirements:
  • Minimum 3-year tenure in technical support or customer support.
  • Respond to customer inquiries and issues via phone, email, or chat.
  • Diagnose and troubleshoot technical issues using analytical skills.
  • Escalate issues as needed to appropriate teams or personnel.
  • Document technical issues and solutions in ticketing systems or databases.
  • Collaborate with tier 1 support, engineering, and product management teams.
  • Contribute to knowledge management by developing and updating support materials.
  • Maintain a positive and professional attitude while providing customer support.

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