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, strong communication, and a detail-oriented approach to ensure consistent, high-quality service delivery.

Key Responsibilities:
1. 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 transparent problem statements, investigation details, and resolution steps
- Maintain high responsiveness and consistent communication across all support requests

2.



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

3. Client Interaction & Issue Resolution:
- Act as a primary point of contact for client support interactions:
- Provide timely updates, manage expectations, and ensure clear communication on issue status
- Troubleshoot issues independently and guide clients through solutions
- Lead client discussions for high-priority issues and escalations

4. SLA Management & Reporting:
- Own adherence to support SLAs (response & resolution time) across all tickets
- Track and report on key metrics including backlog, turnaro

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