Technical Support Specialist

Tech Support Specialist

Hyderabad - WFO (Hybrid)

Full Time

2-11 PM IST

5+ years experience.

Job Details:

We are searching for a Technical Support Specialist to join our rapidly growing team.

This role will report to the VP of Engineering and will work cross-functionally with our Product, Implementation, and Engineering Teams.

The Technical Support Engineer is responsible for world-class client engagement, application troubleshooting and ongoing relationship building with our customers.

The right candidate will bring a customer-centric approach to support and will have an opportunity to impact our customer success strategy.

Responsibilities:

• Communicate directly to end-users by fielding inbound questions and/or challenges and advise on a resolution based on thorough product knowledge

• Act as a subject matter expert of the client platform and maintain up-to-date product knowledge

• Troubleshoot features and integrations sufficiently to remediate configuration issues, define bugs and defects, and route issues to the appropriate engineering team

• Proactively identify patterns and trends in customer inquiries, reporting and escalating recurring issues to help improve the software platform

• Build ongoing trust and confidence with customers, advise them based on care, and act as their point of contact for any troubleshooting

• Maintain diligence and keep strong records and documentation of customer interactions

• Expand and refine our customer-facing self-help library of articles

• Follow Client’s communication best practices and guidelines for customer engagement

• Respond to inbound chat, email and phone support requests

• Maintain and produce various customer-facing reporting documents

• Ongoing product testing

• Manage and refine the complete listing of customer challenges involving the product and/or engineering teams

• Communicate to the Customer Success and adjacent teams’ customer sentiment and feature feedback

• Work alongside the Product, Engineering and Implementation team to ensure our clients are getting top notch resolutions to support questions

Requirements