As a member of the Support team your goal is to provide world-class service to our customers. He/she will be expected to live by our cult of the customer; philosophy and will be held accountable for increasing the overall satisfaction of our customer base through assisting in the creation and implementation of customer centric processes and workflow, performing to prescribed metrics goals and contributing to an environment of accountability, growth and positive employee morale.

The Technical Support Engineer will provide and in-depth level of technical support to our customer base and various departments within our client for specified software and SaaS products. This involves taking customer phone calls, responding to customer emails and chats in a timely manner.

Responsibilities:
Serve as front line contact for external customers by answering technical support telephone calls, chats and emails
Answer questions and troubleshoot issues related to use of SaaS software applications




Act as an advocate for the customer and effectively communicate feedback to and from the members of our product development, product management etc. in a very transparent and concise method
Take ownership of customer raised issues from initial report to final resolution
Communicate clearly and concisely with customers in written and verbal form, and maintain accurate and timely records on our ticket tracking system - Salesforce
Create support documentation to be used internally as well as for customers
Meet individual case management, SLA and C-SAT goals
Maintain customer support communications in our CRM application - Salesforce
Help expand the knowledge base towards self-serving customers by producing relevant, accurate documentation like FAQs, User manuals, Installation guides etc
Be open to accept additional responsibilities assigned to meet the deadlines
Perform related duties as assigned by Supervisor
Maintain compliance with all company policies and procedures.

Qualifications:
Education

📌 Customer Technical Support specialist (Mumbai)
🏢 Bee Talent Solutions
📍 Mumbai