Technical Customer Service Specialist

1 week ago

Islamabad, Islamabad, Pakistan beBee Careers Full time

This role requires a dedicated and skilled Technical Support Analyst to troubleshoot software issues with our products, working closely with product development and support specialists. The ideal candidate will have experience in tiered-level technical customer support, a strong understanding of resolving customer needs promptly, and excellent troubleshooting skills.

">Key Responsibilities:
  • Demonstrate strong communication skills in English while maintaining friendly composure with external customers, requiring video and phone interaction.
  • Communicate and provide knowledge transfer to other support agents on escalated calls and resolutions.
  • Provide technical support for company products to customers' IT staff via Freshdesk, Microsoft Teams, Outlook and Zoom.
  • Create and update technical support knowledge base articles, troubleshooting guides, and support documentation.
  • Analyze customer problems, perform diagnostic procedures to identify, isolate, and resolve root causes.
  • Prioritize incidents, requests and product questions to ensure all SLAs are met.
  • Escalate or collaborate with appropriate support management, specialists and/or development teams on unresolved issues.
  • Maintain call records/logs and resolution details using an incident tracking system.
  • Collaborate with development teams on new technology testing and implementation.
", "

We seek a skilled Technical Support Analyst to join our team, responsible for providing top-notch technical support to customers. This role is based on the East Coast to support our primary customers in the East Coast and EU regions.

">Requirements:
  • 3+ years of technical support experience in the software industry.
  • Bachelor's degree in IT, Computer Science, or a related field is preferred.
  • A+ Certification, Network+, and Microsoft Certified - MCP are beneficial.
  • Extensive knowledge of Windows 11, 10, Server 2022, and 2019 for hardware/software installation and configuration.
  • Strong Microsoft software troubleshooting skills.
  • Understanding/experience in networking (TCP/IP, DNS, HTTP/HTTPS).
  • Understanding/experience with Windows and configurations.
  • Ability to react quickly and effectively under pressure.
  • Superb troubleshooting skills and tenacity in problem-solving.
", "

The successful candidate will work as a Technical Support Analyst, focusing on providing exceptional customer support and resolving technical issues efficiently. This role requires a strong understanding of software troubleshooting and excellent communication skills.

">Responsibilities:
  • Assist customers with technical issues via email and video conference.
  • Communicate with customers' IT teams to resolve technical issues.
  • Collaborate with development teams to implement new technologies.
  • Document technical solutions and share knowledge with colleagues.
  • Stay up-to-date with the latest software developments and best practices.
"],

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