Tech Support Specialist

20 hours ago

Cebu City, Central Visayas, Philippines beBeeSupport Full time $52,000 - $82,000
Technical Support Specialist Job Description

This role is responsible for delivering exceptional customer support and ensuring timely resolution of technical issues. Key responsibilities include:

  • Receiving, triaging, and prioritizing incoming technical support calls from customers.
  • Assessing and prioritizing cases based on urgency, impact, and customer Service Level Agreements (SLA).
  • Gathering detailed information from customers to accurately identify and document issues, including relevant symptoms, error messages, and troubleshooting steps already taken. Updating the client as support tickets progress and communicating issue resolution.
  • Troubleshooting and diagnosing data flow issues from remote sites into the cloud. Performing diagnostic tests to resolve straightforward issues or escalating complex cases to appropriate support tiers or subject matter experts.
  • Identifying and escalating priority issues or service disruptions to appropriate personnel, such as support managers or senior support specialists, for resolution. Ensuring timely resolution of escalated issues to minimize the impact on customers.
  • Maintaining accurate and up-to-date records of support requests, including details of the issue, troubleshooting steps taken, resolution provided, and any follow-up actions required.
  • Providing professional, empathetic, and effective support experiences that meet or exceed customer satisfaction targets. Gathering customer feedback and insights for continuous improvement.

Key qualifications for this role include:

  • Excellent communication and problem-solving skills.
  • Able to work in a fast-paced environment with multiple priorities.
  • Strong analytical and troubleshooting skills.
  • Ability to maintain confidentiality and handle sensitive information.
  • Flexibility to work varying shifts, including evenings and weekends.

Benefits of working in this role include:

  • Opportunity to work with a dynamic team and contribute to the growth and success of the organization.
  • Professional development and training opportunities to enhance skills and knowledge.
  • A supportive work environment that fosters collaboration and open communication.

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