Technical Support Professional

6 hours ago

Lahore, Punjab, Pakistan beBee Careers Full time
Job Title: Technical Support Professional

Job Description:

The role of the Network Support Specialist is a challenging and rewarding position that requires excellent technical skills, strong analytical abilities, and exceptional communication skills. As a key member of our team, you will be responsible for delivering top-notch technical support and training to our customers, troubleshooting various technical issues, and ensuring high levels of customer satisfaction.

Key Responsibilities:
  • Provide technical support via phone, email, and chat for troubleshooting issues related to software, networking, and applications.
  • Document, track, and monitor service requests using ticketing systems to ensure timely resolutions.
  • Collaborate with internal teams to discuss and find solutions to problems, while applying strong analytical, communication, and problem-solving skills.
  • Identify and report software bugs, researching solutions and submitting change requests to the development team for testing and resolution.
  • Analyze system databases to identify inconsistencies or data damage, executing corrections to maintain customer data integrity.
  • Champion the prioritization of customer-reported issues within the team, ensuring proper resolution and timely updates for customers and management.
  • Stay committed to learning new product features and functionality, participating in training webinars or recorded sessions.
  • Contribute to creating and updating Knowledge Base articles based on customer feedback and usage.
  • Troubleshoot and resolve issues related to local area networks (LANs), wide area networks (WANs), and Internet systems.

Required Skills and Qualifications:

To succeed in this role, you should possess the following qualifications:
  • A minimum of 4+ years of technical support experience, preferably supporting or deploying applications/products.
  • A degree in a technical field or equivalent experience. Alternatively, 5+ years of technical support experience in a related field.
  • Industry-specific certifications such as Sonicwall, Cisco, Microsoft, CompTIA, or equivalent are highly preferred.
  • Proficiency in LAN/WAN networking and telecommunications.
  • Experience or knowledge of client/server and web/mobile applications.
  • Linux experience is a plus.
  • Strong technical aptitude, with expertise in software and operating system troubleshooting methodologies.
  • Excellent written and verbal communication skills, with a customer-centric focus.
  • Able to apply strong analytical and critical thinking skills to identify, resolve, and document customer-reported issues.
  • A proven track record of providing superior customer service, issue resolution, and follow-up.
  • A neutral to American accent is favorable for clear communication with international clients.

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