Senior Technical Support Specialist

4 days ago

Dera Ghazi Khan, Punjab, Pakistan beBeeTechnical Full time 1,456,859 - 2,514,758
About the Role

We are seeking a highly skilled and experienced Technical Support Lead to join our team. As a senior subject matter expert, you will be responsible for providing complex technical support to various products and services.

Key responsibilities include managing high-level cases for Technical Support Engineers, mentoring, training, and coaching other team members to develop their skills and expertise.

Collaboration with cross-functional teams, such as engineering, product development, and Backend teams, is crucial to identify and address technical issues affecting customers.

The Technical Support Lead drives continuous improvement in the technical support process by analyzing trends, creating new processes, and aligning technical support with company goals.

Responsibilities:
  • Analyzing complex issues and providing solutions minimizing user disruption.
  • Resolving intricate technical issues and product-level limitations not addressed by Technical Support Engineers.
  • Creating and maintaining technical documentation for internal and external use.
  • Collaborating with cross-functional teams to address customer issues.
  • Providing leadership and mentoring to Technical Support Engineers.
  • Identifying opportunities for process improvement and driving changes.
  • Participating in on-call support rotations for 24/7 support.
Requirements:
  • Minimum 3-year tenure in Technical Support or Customer Support.
  • Responding to customer inquiries and issues via phone, email, or chat.
  • Diagnosing and troubleshooting technical issues using analytical skills.
  • Escalating issues when necessary and documenting solutions.
  • Collaborating with cross-functional teams to resolve complex issues.
  • Contribute to knowledge management by developing and updating support materials.
  • Providing excellent customer service and participating in on-call rotations.
Benefits:

This role offers a unique opportunity to grow professionally and make a significant impact on our organization's success. You will have the chance to work with a talented team of experts and contribute to shaping the future of our company.

We are committed to providing a supportive and inclusive work environment that fosters collaboration, innovation, and growth. If you are a motivated and results-driven individual who is passionate about delivering exceptional technical support, we encourage you to apply for this exciting opportunity.

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