Technical Expert Advisor

24 hours ago

Sahiwal, Punjab, Pakistan beBeeSenior Full time 900,000 - 1,200,000

About the Role:

We are seeking an experienced professional to fill a critical position as Senior Technical Support Engineer.

This individual will be responsible for managing, tracking, diagnosing, troubleshooting, and identifying root causes for customers in Technical Support. They will train, educate, assist, and guide other employees within Support and across the company as needed.

Key Responsibilities:

  • Exceed customer expectations in terms of quality, timeliness, documentation, resolution, and customer experience.
  • Resolve support issues related to our products.
  • Investigate error sources using available data and tools, reporting inconsistencies and bugs to the Technical Lead/Engineering through Jira.
  • Analyze data to assess impact and prevalence of issues, determining root causes.
  • Use engineering-developed tools to modify user/driver data for resolving technical support issues.
  • Provide constructive feedback to Tier 1 agents for training purposes and assist with technical questions.
  • Buid trusting relationships with customers by communicating openly and interactively over phone chat and emails.

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 software development process and tools for a SAAS-based product.
  • Candidate must possess technical knowledge/troubleshooting skills and 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.

Motive values diversity and inclusion: We are an equal opportunity employer and welcome people from different backgrounds, experiences, abilities, and perspectives.

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