Support Specialist

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!