As a Support Specialist, your role will involve managing and resolving incoming support tickets, triaging issues, and building sustainable relationships with customers through open communication. Key Responsibilities:
Manage and resolve support tickets via software configuration, reporting, and database queries
Triage issues into appropriate categories based on guidance and rules
Identify and assess customer needs to achieve satisfaction
Build trust through open and interactive communication
Troubleshoot and assist customers with API issues and requests
Assist with virtual customer training sessions and webinars
Work with internal teams to resolve customer tickets within internal SLAs
Participate in customer ticket prioritization meetings
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
Qualification Required:
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
Regards,
Sandipani Singh As a Support Specialist, your role will involve managing and resolving incoming support tickets, triaging issues, and building sustainable relationships with customers through open communication. Key Responsibilities:
Manage and resolve support tickets via software configuration, reporting, and database queries
Triage issues into appropriate categories based on guidance and rules
Identify and assess customer needs to achieve satisfaction
Build trust through open and interactive communication
Troubleshoot and assist customers with API issues and requests
Assist with virtual customer training sessions and webinars
Work with internal teams to resolve customer tickets within internal SLAs
Participate in customer ticket prioritization meetings
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
Qualification Required:
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