Tech Support Specialist

Há 6 dias

Belo Horizonte, Minas Gerais, Brasil beBeeSupport Tempo inteiro US$58.673 - US$96.123

Job Summary

  • This is a role for someone who provides technical assistance to users via various channels.

The ideal candidate will be responsible for troubleshooting and resolving issues related to software functionality and features.

Key Responsibilities
  1. Provide Technical Support via email, service tickets, phone, and web portal.
  2. Assist with all facets of user support by identifying issues, isolating problems, and resolving them or escalating them to the appropriate teams.
  3. Advise and educate users on accurate usage of software and address specific use cases reported in service requests.
  4. Work in a fast-paced environment while collaborating with internal and external stakeholders.
  5. Act as a liaison between users and product management/development.
  6. Research and identify solutions to software functionality and features.
  7. Maintain accurate notes and details on user support requests.
Daily Tasks
  1. Review individual support case backlog and prioritize aged and escalated requests.
  2. Reproduce issues in-house on test systems to isolate the cause of the problem.
  3. Monitor the Team Support Cases Queue and pick issues in the order of priority, impact, and age of the service request.
  4. Update and follow-up with users over the phone/email on existing requests.
  5. Engage on Team Scrum calls to discuss issues and collaborate with the team.
  6. Adhere to Phone Queue Schedule and ensure phones are always manned and voicemails processed.

Required Skills and Qualifications:

  • Strong technical skills with ability to troubleshoot complex issues.
  • Excellent communication and interpersonal skills.
  • Ability to work in a fast-paced environment.
  • Collaborative mindset with ability to work with internal and external stakeholders.

Benefits:

  • Opportunity to work with cutting-edge technology.
  • Chance to make a meaningful impact in the industry.
  • Collaborative and dynamic work environment.

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