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Job Summary

We are looking for a tech-savvy, proactive, and customer-centric Technical Support & Service Specialist to join our team. In this role, you will be the main bridge between our trading platform and our B2B clients—diagnosing complex technical issues, managing multi-channel support (Phone, Chat, Email)

Key Responsibilities

- Technical Troubleshooting & Bug Resolution: Research, diagnose, and resolve client’s issue by basic troubleshooting.
- Engineering Escalation: Replicate technical bugs, document log details, and collaborate with cross-functional Engineering, QA, and Product teams to track issues through to full resolution.
- Customer Engagement & Follow-Up: Respond promptly and empathetically to client inquiries, manage escalations with composure, and perform timely follow-ups.
- Account Value & Upselling: Maintain expert product knowledge to guide clients on platform workflows while identifying opportunities to recommend user seat add-ons and premium feature upgrades.
- CRM & Data Compliance: Accurately document all ticket histories, client interactions,



and feedback in the CRM while adhering strictly to company data privacy and verification guidelines.

Requirements & Qualifications

- Experience: 2+ years in Technical Support, Application Support or a fast-paced B2B client-facing role.
- Education: Bachelor’s degree or equivalent work experience in customer service, sales, or related field.
- Technical Skills: Solid proficiency in troubleshooting web, apps, operating systems, and basic network connectivity.
- Tools Knowledge: Hands-on experience with CRM platforms, support systems (Intercom, MS Office Suite, Salesforce.
- Soft Skills: Exceptional written and verbal communication (ability to explain technical concepts simply), high empathy, strong multitasking, and a customer-first mindset.

Compensation

Salary will be commensurate with qualifications, experience, and industry standards.

Why Join Us?

- Opportunity to work with a growing organization in the diamond industry.
- Exposure to domestic and international markets.
- Collaborative and innovation-driven work environment.
- Career growth and leadership opportunities.

📌 Technical Support & Service Specialist (Mumbai)
🏢 Kaapro Management Solutions
📍 Mumbai