Job Summary:
We're seeking a Support Specialist to manage and resolve incoming support tickets, triage issues, and build sustainable relationships with customers through open communication.
Key Responsibilities:
- Ticket Management:
- Manage and resolve support tickets via software configuration, reporting, and database queries
- Triage issues into appropriate categories based on guidance and rules
- Customer Satisfaction:
- Identify and assess customer needs to achieve satisfaction
- Build trust through open and interactive communication
- Technical Support:
- Troubleshoot and assist customers with API issues and requests
- Assist with virtual customer training sessions and webinars
- Collaboration:
- Work with internal teams to resolve customer tickets within internal SLAs
- Participate in customer ticket prioritization meetings
- Documentation and Knowledge Management:
- Provide accurate and complete information using the right methods and tools
- Keep records of customer interactions via provided tools
- Assist with documentation for knowledge base articles as needed
Skill Set Requirements:
- 3+ years experience in a B2B technical support role.
- BCOM,BBA, BA & MBA would be preferred.
- Ability to write clearly and concisely, and communicate instructions or explanations appropriately.
- Proficiency in reading and writing in English is required.
- Strong sense of ownership and proven ability to adapt.
- Familiarity with bug tracking and ticket management software (JIRA, Rally, Pivotal, etc.)
- Proficient in Excel and data manipulation
- Understanding of SQL and database practices.
- Excellent communication and customer service skills
- Ability to troubleshoot and resolve technical issues
- Strong problem-solving and analytical skills
- Experience with ticket management systems and software configuration
- Ability to work collaboratively with internal teams and build sustainable customer relationships
Other Requirements:
- Should be based in Delhi NCR.
- should be able to work in Shifts, UK, EST and PST time zones.
All The Best!
