Technical Services Professional

3 days ago


Gujrat, Punjab, Pakistan beBeeSupport Full time $90,000 - $110,000
Job Description:

We are seeking a Technical Support Specialist to serve as the main point of contact for issues and questions about our products. As a key member of our support team, you will be responsible for providing world-class assistance via calls and emails, while also defining our support processes and working with our team to develop and scale the Technical Support function.

You will be required to provide support in both French and English, leveraging your bilingual skills to address customer inquiries and resolve issues efficiently.

Your Key Responsibilities:
  • Provide email, chat, and voice support to customers, answering inbound inquiries and addressing their concerns
  • Analyze customer support requests and bugs, relaying findings to our product and engineering teams to inform solutions
  • Evaluate existing tools and work with our engineering team to develop tools that enable the support function to scale

Key Performance Indicators (KPIs):

  1. First Call Resolution (FCR) rate
  2. Customer Satisfaction (CSAT) score
  3. Escalation rates


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