Technical Support

  • Full Time
  • PAN India

Description:

The right candidate will work with our customers ensuring adoption and usage through technical support. You should be an excellent communicator that relishes delivering technical knowledge into an easy to understand format. Responsibilities include but not limited to troubleshooting technical issues, via phone and email, and working with our internal development team for quality assurance testing. You’ve got to be customer-focused, organized, and have the ability to multitask in our fast-paced environment.

What you’ll do:

  • Respond to a support tickets in a timely manner
  • Understand client needs, handle support requests, answer product-specific questions, and resolve technical issues
  • Provide support and cater to the specific needs of our new and existing customers
  • Recommend and set up customer training sessions
  • Be empathetic and have a “tough skin” when handling customer complaints and issues. It is imperative that Support Engineers have a friendly and helpful demeanor at all times.
  • Work with and report to the VP of Customer Success to enhance knowledge base as well as customer support communication automation
  • Successfully work with internal partners to identify and address any customer issues
  • Provide exceptional customer support and client care

Other qualifying criteria:

  • 5+ years of work experience as a level two technical customer service agent
  • Prior experience as a developer is a plus
  • Excellent written and verbal communication skills
  • Strong computer skills
  • Experience with Zendesk, Salesforce, Hubspot is a plus
  • Data-savvy
  • Willing to work US hours
  • Willing and able to working from home

Additional Details:

Hours of operation
9am EST- 5pm EST

Tasks and assignments

Integrations

  • Audit Integrations on record monthly- work with sales ops to update CRM/MA and enablement tools
  • Certification for SFDC
  • Certification for Hubspot
  • Dedicate time each month with the product and development team to fix and support integration issues
  • Work with development team for quality assurance testing
  • Update the Knowledge base with current integration documentation
  • Work with VP of Customer Success to create trainings on user experience within integration
  • Document troubleshooting for integrations for scaling

Research

  • Keep ZenDesk up to date with user details for research team visibility
  • Confirm ROD request for research team when needed via Slack channel
  • Responsible for daily customer ROD ingestion

Support

  • Work for with the VP of Customer Success to deploy an urgent ticket process as well as a standard process
  • Work with the VP of Customer Success to standardize and automate the support process
  • Regularly update knowledge base
  • Document troubleshooting
  • Work with the VP of Customer Success on training improvements based on ticket analysis
  • Customize user accounts by creating tailored searches and account list for customer requests- criteria gathered by the CSM
  • Work with product and development team to fix bugs and quality assurance testing
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