Technical Assistance Professional

2 days ago

Raiwind Tehsil, Pakistan beBee Careers Full time
Job Description

The ideal candidate will possess excellent communication and problem-solving skills, with the ability to work independently and as part of a team.

Main Responsibilities:
  1. Customer Interaction:
  • Engage with customers through various communication channels, providing timely and effective technical assistance.
  • Built strong relationships with customers by delivering professional and helpful support.
Technical Troubleshooting:
  • Conduct thorough diagnostics and troubleshooting for hardware and software issues.
  • Provide effective solutions with minimal disruption to the customer.
Product Knowledge and Expertise:
  • Develop comprehensive knowledge of our product suite.
  • Stay updated on new product features and functions to support customer inquiries.
Documentation and Knowledge Sharing:
  • Document all troubleshooting steps and solutions for future reference.
  • Contribute to the knowledge base and maintain up-to-date, customer-facing resources.
Issue Escalation and Resolution:
  • Escalate critical or unresolved issues to internal teams, ensuring follow-through until resolution.
Customer Training and Onboarding:
  • Develop user-friendly guides to help customers optimize their use of the product.
  • Offer proactive support during setup and integration processes.
Quality Assurance and Improvement:
  • Participate in testing new releases to identify potential issues and provide feedback.
Team Collaboration and Feedback:
  • Collaborate with sales, product management, and engineering teams to align on customer needs and feedback.
  • Share troubleshooting strategies and learnings with peers.
Governance and KPI Management:
  • Ensure operational health metrics, including uptime, ticket turnaround time, and SLA compliance, are tracked and maintained.
  • Monitor and report key performance indicators (KPIs) to meet customer and internal expectations.

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