Operations Support Specialist

2 days ago

Gujranwala, Punjab, Pakistan beBeeTechnical Full time $60,000 - $90,000
Job Overview

Empowering individuals who manage physical operations, our platform equips them with tools to enhance their work's safety, productivity, and profitability.

Our solution combines industry-leading AI with a single system for managing drivers, vehicles, equipment, and fleet-related expenses. This reduces manual workloads by automating and simplifying tasks, providing complete visibility and control.

We serve over 100,000 customers across various industries, including transportation, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.

About the Role:

Technical Support Engineers track, diagnose, troubleshoot, and identify root causes for customers in Technical Support. They also train, educate, assist, and guide other employees within Support and across the company as needed.

A key aspect is identifying and alerting necessary stakeholders on larger issues and trends, understanding the magnitude and scope of issues before escalating directly to the Technical Lead/Engineering.

Key Responsibilities:
  • Exceed customer expectations in terms of quality, timeliness, documentation, resolution, and customer experience.
  • Resolve support issues related to our products.
  • Investigate the source of errors/bugs using available data and tools. Report inconsistencies and bugs to the Technical Lead/Engineering through Jira.
  • Assess the impact and prevalence of issues by analyzing data to determine the root cause.
  • Utilize tools developed by the engineering team to modify erroneous user/driver data for resolving technical support issues.
  • Provide constructive feedback to Tier 1 agents for training purposes and assist with technical questions.
Requirements:
  • 2-3 years of experience in Customer Support, technical support, or software development, preferably 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.
  • Candidate must possess technical knowledge/troubleshooting skills and a willingness to learn and excel.
  • Candidate should be able to perform an in-depth root cause analysis.
  • Basic knowledge of SQL and Python is a plus.

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