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

Life at Our India Operations

At our India operations, we foster a culture of inclusiveness, accountability, and innovation. We believe in empowering our teams to take ownership, drive impact, and contribute meaningfully to global success.
We offer a structured yet flexible work environment that balances performance with employee well-being. Our benefits framework for India includes:

• Provident Fund, Gratuity, and statutory benefits as per Indian regulations
• Comprehensive Group Medical Insurance (Employee + Dependents)
• Group Personal Accidental Insurance coverage
• In-office meal benefits (subsidized breakfast/lunch/evening snacks as applicable)
• Hybrid work model with defined collaboration days
• Structured leave policy
• Career progression opportunities within a fast-growing global SaaS organization
• Learning & leadership development support
• Quarterly engagement activities, Celebrations and recognition programs

You will work alongside a globally connected team with strong leadership support and collaborative cross-functional exposure. We encourage proactive thinking, ownership, and initiative—ideas are welcomed, and execution is supported.
As a people-first organization, we are committed to building a high-performance culture where growth, accountability, and innovation go hand in hand.

Other Requirements:

• Should be based in Delhi NCR.
• should be able to work in Shifts, UK, EST and PST time zones.

All The Best!