Job Summary

We are seeking a detail-oriented, highly organized, and clear communicator based in Bangalore to join our team as a Customer Support Specialist working primarily with our German clients. In this role, you will serve as the primary point of contact for customer inquiries. You will be responsible for validating incoming requests, performing account and permission checks, leveraging our internal AI/Knowledge Base to resolve queries quickly, and routing unresolved issues to designated team leads or specialists.

A strong emphasis is placed on excellent verbal and written English communication, speed, process discipline, and proactive ticket lifecycle management to ensure no ticket remains open unnecessarily.

Key Responsibilities

1. Request Qualification & Account Verification

- Evaluate incoming requests from German clients to ensure all mandatory details are provided to fully qualify the ticket.
- Check customer permissions and service eligibility (e.g., verify if there are open invoices, service order blocks, or administrative holds).
- Request missing details proactively or guide customers on resolving account blockers before proceeding.

2. First-Contact Resolution via Knowledge Base

- Utilize TYRIOS ask (internal AI Knowledge Base) to investigate customer queries.
- Draft detailed, clear, and skilled written answers when solutions are available in the Knowledge Base.

3. Smart Triage & Delegation

- When a query cannot be answered via the Knowledge Base,



summarize the context clearly and delegate the ticket directly to the appropriate lead or specialist.

4. Proactive Ticket Lifecycle Management

- Actively track and manage open tickets through to resolution.
- Ensure tickets are closed as soon as possible, leaving no unresolved or lingering tickets.

Required Skills & Qualifications

- Location: Based in or near Bangalore, India.
- English Proficiency: Strong command of English, both verbal and written, with the ability to articulate technical and process details clearly and professionally.
- Translation Tools Proficiency: Proficient in using DeepL to translate, review, and refine communications for non-English customer interactions accurately.
- Detail Orientation: Rigorous attention to detail when verifying request completeness, account permissions, and financial blocks.
- Technical Aptitude: Experience working with ticketing software, CRM platforms, and AI-assisted search/knowledge base tools (TYRIOS Ask).
- Work Ethic: Results-driven, highly self-motivated, with a strong commitment to quick ticket turnaround times and SLA compliance.

Preferred Qualifications (Nice-to-Have)

- German Language Skills: Basic to intermediate proficiency in German is a strong plus to support communication with German clients.
- European Client Experience: Prior experience working with European clients or companies, understanding European business communication standards and culture.

📌 Customer Support Specialist (Bengaluru)
🏢 repalogic
📍 Bengaluru