Senior Technical Support Professional

5 days ago

Lahore, Punjab, Pakistan beBeeSupport Full time

About Product Support Specialist Role

Job Description

We are seeking an experienced Technical Support Specialist to join our team in a dynamic environment. As a key member of our support team, you will be responsible for assisting customers with technical issues, providing training, and ensuring an exceptional user experience across all our products.

  • Customer Support and Troubleshooting:
    • Provide technical support and troubleshoot product issues across multiple communication channels (tickets, calls, emails).
    • Effectively diagnose and resolve customer issues by applying analytical, technical, and problem-solving skills.
    • Ensure timely resolution and follow-up on all open support tickets.
  • Collaboration and Communication:
    • Work closely with other teams (e.g., development, customer success) to discuss, analyze, and resolve complex issues.
    • Maintain clear, concise, and professional communication with customers and internal teams.
    • Provide status updates on customer issues to both customers and management, escalating as necessary.
  • Technical Investigations and Documentation:
    • Investigate root causes of reported issues and identify potential bugs or areas for improvement in the product.
    • Document common issues, solutions, and best practices in a Knowledge Base to empower customers and improve overall product understanding.
    • Track and prioritize issues based on severity and customer impact, ensuring critical issues are escalated promptly.
  • Customer Success Focus:
    • Proactively reach out to customers to gather feedback and understand any challenges they may be facing with the product.
    • Ensure a positive and professional experience, striving to meet customer satisfaction goals.
  • Training and Development:
    • Participate in training sessions to stay updated on product features, industry best practices, and emerging technologies.
    • Contribute to the creation of internal and external training materials such as help guides, video tutorials, and webinars.

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