Demanding Technical Support Expertise

1 week ago

Karachi, Sindh, Pakistan beBeeTechnical Full time $80,000 - $120,000
Technical Support Role

We're creating a platform to empower students with the right tools for their education and career. Our mission-driven team is dedicated to delivering exceptional support and making a lasting impact on higher education.

This Technical Support Engineer role is crucial in ensuring timely and high-quality responses to customer inquiries, collaborating closely with the Engineering team to resolve technical issues, and developing deep product expertise. As an integral member of our Support organization, you will be responsible for managing and responding to support tickets while maintaining a high level of customer satisfaction.

Your primary responsibilities include:

  • Serving as a founding member of the Support team and contributing to training and mentoring future support staff.
  • Managing 200+ support tickets monthly while achieving a CSAT rate above 95%.
  • Providing top-notch technical support with initial response times under 12 hours and resolution within 3 business days for 90% of tickets.
  • Independently diagnosing and resolving 70% of common issues without escalation.
  • Partnering with Technical Writers to maintain a comprehensive knowledge base for faster issue resolution.
  • Monitoring customer support trends and identifying areas for improvement.
  • Collaborating with Engineering to effectively escalate and resolve bugs or urgent technical issues.
  • Fostering a customer-centric culture within the support team and broader organization.

To succeed in this role, you should possess:

  • Customer service experience (5+ years preferred).
  • A passion for learning and a willingness to ask questions and explore complex technology.
  • Experience with education technology or student information systems or similar SaaS customer support with B2B diagnostics.
  • Proficiency in using support ticketing systems like Intercom Freshdesk or Zendesk.
  • Strong troubleshooting and analytical skills.
  • Ability to manage multiple priorities and autonomously prioritize tasks.
  • Strong cross-functional expertise engaging with engineering customer success and product management teams.
Why This Opportunity?

You'll be part of a customer-centric team addressing core issues in higher education through an expandable platform loved by students and valued by administrators. You'll collaborate with passionate minds from leading companies and have the opportunity to join at the ground level of a promising organization. Benefits include generous stock options, comprehensive health insurance, flexible work arrangements, and international retreats.

We're an equal opportunities employer committed to diversity and innovation. We welcome applications from candidates with diverse backgrounds and experiences.

Apply now to take your career to the next level and make a lasting impact on higher education.

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