Role Summary
The Senior Customer Support Specialist is responsible for driving end-to-end customer support operations with a strong focus on ticket management, SLA adherence, and client satisfaction.
This role acts as a key operational lead within the support function, managing support queues, coordinating with cross-functional teams via JIRA, and partnering closely with Implementation Managers to support client onboarding, troubleshooting, and user enablement. The role requires high ownership, robust communication, and a detail-oriented approach to ensure consistent, high-quality service delivery.
Key Responsibilities
Support Operations & Queue Management
Own and manage the end-to-end support queue, ensuring timely triage, prioritization, and resolution
Monitor ticket backlog and proactively balance workload across priorities
Ensure all tickets are well-documented with explicit problem statements, investigation details, and resolution steps
Maintain high responsiveness and consistent communication across all support requests
JIRA Management & Cross-Functional Coordination
Create,



manage, and track JIRA tickets for escalations to Product, Engineering, Data, and Integration teams
Ensure high-quality JIRA documentation including replication steps, logs, and supporting evidence
Actively follow up with internal teams and drive resolution within committed SLAs
Coordinate across teams to remove blockers and ensure timely closure of issues
Client Interaction & Issue Resolution
Act as a primary point of contact for client support interactions
Provide timely updates, manage expectations, and ensure explicit communication on issue status
Troubleshoot issues independently and guide clients through solutions
Lead client discussions for high-priority issues and escalations
SLA Management & Reporting
Own adherence to support SLAs (response & resolution time) across all tickets
Track and report on key metrics including backlog, turnaround time, and defect trends
Identify ris

📌 Sr Customer Support Specialist Hyderabad (India)
🏢 State Street
📍 India