Technical Support Expert

1 day ago

Quetta City Tehsil, Pakistan beBeeSupport Full time $80,000 - $145,000

We empower teams to work more efficiently and effectively with innovative tools.

About the Role

As a seasoned Technical Support Expert, you will provide top-notch support services, technical expertise and high-level communication to our customers. You will be skilled at building relationships and resolving issues at all levels within Customer Support.

  • You will own or orchestrate the resolution of cases, foster strong partnerships and deliver an exceptional support experience for assigned customers.
  • Meet or exceed customer expectations on response quality, timeliness and overall customer experience.
  • Collect information and document bugs with Engineering for product issues that are impacting customers.

As a central point of contact, you will use your judgment and technical expertise to identify, document and report issues with design, reliability and maintenance. You will act as the customer advocate, working closely with engineering, product management and other key areas to innovate and improve performance around product requirements, enhancements, process improvements and industry best practices.

Key Responsibilities
  • Take end-to-end ownership of assigned customer issues, including initial troubleshooting, identification of root cause and issue resolution.
  • Work in close collaboration with Customer Success Managers to receive, manage and expeditiously resolve escalations from assigned customers.
  • Provide feedback to the training and documentation so that common or emerging issues can be addressed before they become serious or widespread.
  • Assess the risk of product releases and impending important dates throughout the year, and act to mitigate any identified issues.

We value diversity and inclusion in our workplace and welcome people of different backgrounds, experiences, abilities and perspectives.

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