Job description
Tech Support Specialist Hyderabad
- WFO (Hybrid) Full Time 2-11 PM IST 5+ years experience. Job Details: 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.
Responsibilities
- Communicate directly to end-users by fielding inbound questions and/or challenges and advise on a resolution based on thorough product knowledge
- Act as a subject matter expert of the client platform and maintain up-to-date product knowledge
- 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 Requirements Required Qualifications:
- 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 Desired Qualifications
- Property or real estate experience
- Previous experience working in a startup