Technical Support Specialist

4 days ago


Karachi, Sindh, Pakistan beBee Careers Full time

Imagine being part of a customer-centric team that is addressing the core issues in higher education via an expandable platform.

We are seeking a Technical Support Engineer to join our organization, responsible for delivering top-notch technical support to our customers.

You will handle incoming support tickets, ensure timely and high-quality responses, and collaborate closely with our Engineering team to resolve bugs and address urgent customer escalations.

Responsibilities:

  • Serve as the second member of the Support team, playing a key role in training and mentoring future support staff
  • Manage and respond to 500+ support tickets monthly while maintaining a 90%+ individual CSAT rating
  • Provide high-quality technical support with initial response times under 12 hours and resolution within 3 business days for 90% of tickets
  • Independently resolve 70% common issues without escalation
  • Partner with Technical Writers to maintain a comprehensive knowledge base for faster issue resolution
  • Monitor customer support trends and identify areas for improvement
  • Work closely with Engineering to effectively escalate and resolve bugs and urgent technical issues
  • Foster and maintain a customer-centric culture within the support team and broader organization
About the Role:

This is a unique opportunity to develop deep product expertise and become a trusted technical advisor that even Product Managers turn to for insight on platform functionality.

Requirements:

  • Customer service experience (2+ years preferred)
  • Experience with education technology or student information systems or similar SaaS customer support with B2B and B2C
  • Experience using support ticketing systems
  • Strong troubleshooting and analytical abilities
  • Ability to manage multiple priorities
  • Ability to multi-task and autonomously prioritize
  • Strong cross-functional expertise engaging with engineering, customer success, and product management team

Benefits:

  • Generous stock options in a Series A stage startup
  • Comprehensive health insurance to keep you and your family covered
  • Flexible hybrid work model focused on impact and execution
  • Annual international retreats in some of the most beautiful cities & towns


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