Technical Support Analyst

9 hours ago

Lahore, Punjab, Pakistan beBee Careers Full time
Technical Support Analyst

We are seeking a highly skilled Technical Support Analyst to join our team. As a Technical Support Analyst, you will play a crucial role in providing exceptional technical support and training to our customers.

  • You will be responsible for assisting customers with level 1 and 2 technical inquiries, resolving software-related issues, system configuration, and conducting end-user training sessions.

Key Responsibilities:

  • Techincal Support:
    • Respond promptly to incoming customer inquiries via multiple channels.
    • Provide thorough and accurate technical assistance for level 1 and level 2 support issues.
    • Troubleshoot software-related problems and guide customers through issue resolution.
    • Document all customer interactions, inquiries, and solutions in the company's CRM tracking system.
    • Collaborate with other team members to escalate complex technical issues when necessary.
    • Stay up-to-date with the latest software updates and enhancements to provide accurate information.
    • When requested, record a video illustrating how to implement a new software feature or solve an implementation or daily operational issue.
  • Customer Training:
    • Conduct comprehensive end-user training sessions for new and existing customers.
    • Support the development of system-specific training materials, documentation, and resources to facilitate effective training.
    • Customize training sessions as directed to meet specific customer needs and skill levels.
    • Assist customers in understanding software features, functionality, and best practices.
    • Evaluate training efficiency and gather feedback to continuously improve training programs.

Software Expertise:

  • Thoroughly learn and maintain expert-level knowledge of software products.
  • Stay informed about software updates, changes, and new features to effectively assist customers.
  • Identify recurring customer issues and collaborate with the development team to improve software functionality.
  • Knowledge Database usage.

Customer Communication:

  • Maintain a professional and courteous demeanor in all customer interactions.
  • Clearly communicate technical information to non-technical customers in an understandable manner.
  • Provide timely updates to customers regarding the status of their support inquiries.

Problem Solving:

  • Analyze and diagnose technical issues reported by customers to determine root causes.
  • Develop creative solutions to resolve software-related challenges and minimize downtime.

Team Collaboration:

  • Collaborate with fellow technical support team members to share knowledge and best practices.
  • Participate in team meetings, training sessions, and knowledge-sharing activities.

Required Qualifications:

  • Bachelor's degree in a related field.
  • At least 3 years of hands-on experience in the same industry.
  • Strong technical aptitude and familiarity with software applications, e.g. SaaS, etc.
  • Prior experience in inbound technician support.
  • Solid understanding of the purpose and benefits of using a customer relationship management (CRM) technology.
  • Excellent communication skills, both written and verbal.
  • Patient and empathetic when dealing with customers, particularly in stressful situations.
  • Able to explain complex technical concepts in simple terms.
  • Detail-oriented and strong problem-solving skills.
  • Previous experience in technical support and customer service is preferred.

Benefits:

  • Paid Time Off
  • Performance-based bonuses
  • Health Insurance

Other Details:

Work Mode: Remote

Location: Lahore

Experience: 3+ years

Days: Monday to Friday

Timing: 5pm-2am

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