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 chance 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 Prod
📌 Technical Support Specialist (Hyderabad)
🏢 XTGLOBAL INFOTECH
📍 Hyderabad
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