Technical Support Specialist

1 day ago

Saddar Town, Pakistan beBeeSupport Full time $100,000 - $120,000

We empower organizations with innovative tools to boost work efficiency, productivity, and profitability.

About the Role

As a Technical Support Specialist, you will deliver exceptional technical support, executive-level communications, and relationship-building services to a small number of Enterprise Accounts. You will be responsible for resolving complex issues, building strong partnerships, and delivering an unparalleled customer experience.

Key Responsibilities
  • Serve as the primary technical point of contact for assigned customers.
  • Own or orchestrate the resolution of cases, build strong relationships, and provide an exceptional support experience.
  • Meet or exceed customer expectations on response quality, timeliness, and overall customer experience.
  • Work closely with Customer Success Managers to receive, manage, and expeditiously resolve escalations from assigned customers.
  • Collect information, document bugs, and provide feedback to the training and documentation team.
  • Assess risk, identify issues, and act to mitigate them.
  • Provide direction, both technical and non-technical, to help designated customers integrate and maintain their Account Integrations.

Collaborate with other departments to analyze data, monitor account health, and identify areas for customer education. Liaise with product and CS teams to advocate for your designated customers.

Requirements
  • Minimum 1.5+ years of experience in Customer Support and technical support.
  • Excellent customer communication skills in various forms.
  • Strong analytical and problem-solving skills, with the ability to manage critical and complex issues.
  • Familiarity with compliance, asset, and safety-related products.
  • Experience with hardware devices, firmware upgrades, change management, and related testing practices.
  • Advanced troubleshooting techniques, including API utilization, Python, Data Dog, SQL, etc.
  • Deep hardware fault analysis skills, identifying trends and preventing field failures.

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