Help Desk Engineer

7 days ago

Raiwind Tehsil, Pakistan beBee Careers Full time
Customer Support Specialist

Job Summary:

We are seeking a highly skilled and dedicated Customer Support Specialist to join our team. In this role, you will be responsible for providing exceptional technical support to customers across various communication channels.

Key Responsibilities:
  • Customer Interaction:
    1. Ensure prompt and effective resolution of technical queries from customers.
    2. Foster strong relationships with customers by providing helpful and professional technical assistance.
  • Technical Troubleshooting:
    1. Perform detailed diagnostics and troubleshooting for hardware and software issues.
    2. Provide effective solutions to technical problems while ensuring minimal disruption for the customer.
  • Product Expertise:
    1. Develop comprehensive knowledge of our product suite to offer informed guidance to customers.
    2. Stay updated on new product features and functions to support customer inquiries accurately.
  • Documentation and Knowledge Base:
    1. Ensure all troubleshooting steps and solutions are thoroughly documented for future reference.
    2. Contribute to the knowledge base and ensure that customer-facing resources are up-to-date and easy to understand.
  • Issue Escalation:
    1. Proactively escalate critical or unresolved issues to internal teams.
  • Customer Training and Support:
    1. Lead training initiatives and develop user-friendly guides to help customers optimize their use of the product.
    2. Offer proactive support during setup and integration processes.
  • Quality Assurance:
    1. Participate in testing new releases to identify potential issues and provide feedback to the development team.
  • Team Collaboration:
    1. Work closely with sales, product management, and engineering teams to ensure alignment on customer needs and feedback.
    2. Share troubleshooting strategies and learnings with peers to drive continuous improvement in customer support.
  • Customer Feedback and Improvement:
    1. Analyze customer feedback to advocate for necessary product or process improvements.
    2. Identify patterns in support issues to drive proactive solutions and reduce repeat inquiries.
  • Governance and KPI Management:
    1. Track and maintain operational health metrics, including uptime, ticket turnaround time, and SLA compliance.
    2. Monitor and report key performance indicators (KPIs) to meet customer and internal expectations.

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