Red Oak Technologies is a leading provider of comprehensive resourcing solutions across a variety of industries and sectors including IT, Marketing, Finance, Business Operations, Manufacturing and Engineering.

Our client is a software company. They are looking for a Technical Support Specialist to join their team. This role is a Contract position. Position will be REMOTE. Candidate must be residing within India in order to be considered for this role.

Remote

Adaptable work schedule

Typical Work Schedule is 10AM IST / 11AM IST to 3PM IST / 4PM IST and then logging back on at 10:30PM IST to 1:30AM IST

Position Summary:

As a Technical Support Specialist, you will provide a great experience to our customers through our extensive product knowledge of the company. An agent leverages their specialized knowledge and skills to research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner. People will rely on your tech expertise with analytical thinking to educate them on our product, locate and diagnose problems,



and then recommend the best course of action. Our goal is to remove blockers to product adoption and drive value realization for the company customers. The team also partners cross-functionally with Product and Engineering to advocate for our customers and ensure a high-quality experience through their lifecycle as a company customer. In addition to being a product expert, you'll have the opportunity to take on projects that will help our company scale and grow.

Position Duties:
- Answer and/or escalate all support tickets via Zendesk ticketing system
- Drive resolution by digging in and escalating challenging tickets
- Ensure that all tickets meet our service level agreements
- Work closely with internal account team stakeholders to drive data trust in key accounts
- Provide customers a great experience using company products and working with our team
- Create and update non-technical and technical documentation as the product

📌 Technical Support Specialist (Lunglei)
🏢 Red Oak Technologies
📍 Lunglei