Tech Support Specialist

Hyderabad - WFO (Hybrid)

5+ years experience.

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.

Communicate directly to end-users by fielding inbound questions and/or challenges and adviseon a resolution based on thorough product knowledge
Act as a subject matter expert of the client platform and maintain up-to-date productknowledge
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

Excellent Communication Skills
5+ years of experience in software product technical support
Strong customer service skills
Experience of SQL and/or Postman
Ability to multitask, prioritize and manage time effectively
Customer service experience
Strong organization skills and attention to detail
Proficient technical skills with the ability to quickly learn and leverage new software
Bachelor’s Degree in a related field

Job description provided by XTGlobal.
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