Technical Support Specialist

Job description

Roles and Responsibilities

• Interact with customers via email, phone, face-to-face, and online meetings to ensure all issues are resolved to their satisfaction.
• Understand customer problems thoroughly, follow established support procedures, and communicate effectively to resolve issues.
• Execute end-to-end configuration of business processes and workflows on the no-code/low-code platform, enabling tailored solutions without deep programming, ensuring seamless customization according to customer needs
• Provide high-quality support for an Integrated Management Software (SaaS) product, You need to understand the nuances of web application and the ISO domain to provide a high quality of support.
• Assist customers in onboarding, initial setup, and platform configuration using graphical user interfaces and workflow tools, enabling them to self-serve business process customization.
• Serve as a single point of contact for assigned key customers regarding all post-sales technical support and configuration activities.
• Escalate and follow up with the development team for platform or software issues, ensuring timely resolution within SLA.
• Collaborate with cross-functional teams and drive customer issues or configuration barriers to closure.
• Maintain timely and professional communication, ensuring effective and empathetic support for users customizing business processes or reports with no-code tools.
• Stay up to date on evolving SaaS product features, especially new functionalities related to no-code/low-code customization and configuration.
• Work day and/or night shifts aligned to Europe and North America business hours, as required.
• Demonstrate curiosity, a willingness to learn, and the ability to quickly adapt to new product features and digital solutions

Desired Candidate Profile:

• Possess outstanding written and oral communication skills
• Ensure timely and professional responses to all the customer requests and queries received and have it resolved within the turnaround time specified in SLAs via emails and phone.
• Escalate and follow up with the development team on any software issues and ensure timely resolution.
• Curious and eager to learn new skills/concepts.
• Must be a Team Player.
• Ability to empathize with the customer.

Job Type: Full Time

Qualifications and Requirements:

• Professional degree in any field B.E., MCA, MSc (Comp Science), BCA or BSc (Comp Science)
• No Standing Arrears
• Immediate Joining