Technical Support Professional

7 days ago

Karachi, Sindh, Pakistan beBee Careers Full time

About This Role

You will be a key member of our support organization, delivering exceptional technical support to our customers.

As a Technical Support Analyst, you will handle incoming tickets, respond timely and professionally, and collaborate with our Engineering team to resolve bugs and address urgent customer escalations.

In your first year, you will develop in-depth product expertise, becoming a trusted technical advisor that even Product Managers turn to for insight on platform functionality.

You are expected to:

  • Serve as the second member of the Support team, playing a key role in training and mentoring future support staff.
  • Manage and respond to 500+ support tickets monthly while maintaining a 90%+ individual CSAT rating.
  • Provide high-quality technical support with initial response times under 12 hours and resolution within 3 business days for 90% of tickets.
  • Independently resolve 70% common issues without escalation.
  • Partner with Technical Writers to maintain a comprehensive knowledge base for faster issue resolution.
  • Monitor customer support trends and identify areas for improvement.
  • Foster and maintain a customer-centric culture within the support team and broader organization.
Your Skills and Qualifications

Our ideal candidate has:

  • Customer service experience (2+ years preferred).
  • Experience working in education technology or student information systems or similar SaaS customer support with B2B and B2C.
  • Experience using support ticketing systems.
  • Strong troubleshooting and analytical abilities.
  • Ability to manage multiple priorities.
  • Ability to multi-task and autonomously prioritize.
  • Strong cross-functional expertise engaging with engineering, customer success, and product management teams.
About Our Culture

We value diversity and believe diverse teams drive innovation. We encourage all qualified applicants from any background to apply.

Here are some benefits of joining our team:

  • Opportunity to work alongside passionate, brilliant minds.
  • Comprehensive health insurance to keep you and your family covered.
  • Flexible hybrid work model focused on impact and execution.
  • Annual international retreats in beautiful cities and towns.

We celebrate ownership, new ideas, and creativity. Join us to build and grow a team that drives our organization's growth.

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