Customer Support Specialist (Associate B)

As a Customer Support Specialist, you will solve complex customer issues by combining technical troubleshooting with a strong 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 Youll 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 solid 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 each
- Guide customers through solutions clearly and confidently, including live troubleshooting scenarios
- Manage multiple chat conversations while maintaining accuracy, quality, and composure
- Provide timely, meaningful updates with a clear path to resolution for every case
- Prioritize work based on customer impact and urgency, balancing speed with quality of resolution

Work in a Global Support Model

- Align to US business hours to support North American customers
- Operate within a follow-the-sun model across North America, UK, India, and Australia
- Maintain reliability and consistency in coverage, including select holidays based on business needs

Disclaimer : This job posting has been aggregated from external source. Role detailscontentand availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Agent, Customer Support (Hyderabad)
🏢 Blackbaud
📍 Hyderabad