Technical Case Manager

1 day ago

GulshaneIqbal Town, Pakistan beBeeSupport Full time 4,000,000 - 8,000,000
Job Description

As a Technical Support Engineer, you will play a pivotal role in managing and troubleshooting technical cases within our organization. You will be responsible for training, educating, and guiding other employees within Support and across the company.

Your ability to identify and alert stakeholders on larger issues and trends will be crucial in understanding the magnitude and scope of these problems.

  • Determine the resolution path for support issues, considering changes to data, hardware, or processes.
  • Analyze root causes of errors and bugs, using available tools and data to report findings to Technical Leads.
  • Perform data analysis to assess the impact and prevalence of issues, utilizing analytics tools like Redash.
  • Modify user or vehicle data using tools developed by the engineering team to resolve support issues.
Key Responsibilities:

Essential Functions:

  • Communicate with customers regarding reported issues, escalated cases, and urgent inquiries to minimize customer churn.
  • Participate in on-call rotations as the On-Call Technical Support Engineer.
Requirements

Qualifications:

  • Minimum 1 year of experience in Technical Support or 2 years in Customer Support.
  • Fluent English language skills.
  • Team player with a professional attitude.
  • Computer Science or Engineering background.
  • Exceptional performance and adaptability.
  • Familiarity with Hardware and Firmware level troubleshooting.
  • Flexibility for on-call rotations.

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