Senior Technical Support Specialist

24 hours ago

Quetta City Tehsil, Pakistan beBeeCustomerSupport Full time $70,000 - $100,000
About This Role

As a Senior Technical Support Specialist, you will be responsible for overseeing the management and resolution of technical issues for customers. You will collaborate closely with cross-functional teams to identify and resolve complex problems, and provide exceptional customer service.

Key Responsibilities:

  • Exceed customer expectations in terms of quality, timeliness, documentation, resolution, and customer experience.
  • Resolve support issues related to products using available data and tools.
  • Investigate the source of errors/bugs, report inconsistencies and bugs to the Technical Lead through Jira.
  • Assess the impact and prevalence of issues by analyzing data to determine root cause.
  • Utilize developed tools to modify erroneous user/driver data for resolving technical support issues.
  • Provide constructive feedback to agents for training and assist with technical questions.
  • Build trusting relationships with customers by communicating openly and interactively over phone, chat, and email.

Requirements:

  • 2–3 years of experience in Customer Support, technical support, or software development, preferably in customer-facing roles.
  • Bachelor's Degree in Computer Science/Engineering or equivalent practical experience.
  • Familiarity with the software development process and tools for a SAAS-based product.
  • Technical knowledge/troubleshooting skills and a willingness to learn and excel.
  • Ability to perform in-depth root cause analysis.
  • Basic knowledge of SQL and Python is a plus.

What We Offer:

  • A dynamic and supportive work environment.
  • Ongoing training and professional development opportunities.
  • The chance to work with a talented team and make a meaningful contribution.

How to Succeed:

  1. Demonstrate excellent communication and problem-solving skills.
  2. Show a strong commitment to customer satisfaction.
  3. Be proactive and willing to take on new challenges.

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