As a Customer Support Specialist, you will solve complex customer issues by combining technical troubleshooting with a solid understanding of customer context and impact. You’ll build technical capability over time while developing the judgment needed to deliver high-quality, customer-focused support.
We’re looking for someone who is curious, analytical, and motivated to understand not just what is broken—but why—and how it impacts the customer experience.
What You’ll Do
Case Ownership and Technical Troubleshooting
Investigate and resolve complex customer issues, understanding both the customer experience and the underlying technical cause
Troubleshoot using tools such as browser developer tools, API clients (e.g., Postman), and log analysis
Apply knowledge of authentication concepts such as SSO and MFA during diagnosis
Build working knowledge of product behavior, integrations, and common failure patterns
Develop a strong foundation in troubleshooting across web applications and integrated systems over time
Own cases end to end,
ensuring clear, structured documentation of investigation steps, findings, and outcomes
Escalate issues with concise, well-structured summaries that enable faster resolution by senior team members
Identify recurring issues, trends, and patterns to improve support efficiency and product outcomes
Knowledge Application and Continuous Learning
Create and maintain knowledgebase articles based on real customer issues and case patterns
Apply Knowledge-Centered Service (KCS) practices as part of daily work
Continuously build technical capability through hands-on troubleshooting and feedback
Strengthen analytical thinking to connect issues across technical and functional areas as knowledge develops
Stay current on product updates, new features, and evolving customer needs
Deliver Customer Support Across Channels
Provide support across phone, chat, and ticketing channels, adapting your approach to ea
📌 Agent, Customer Support (Hyderabad)
🏢 Blackbaud India
📍 Hyderabad
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