The Support Specialist is to ensure a high degree of customer satisfaction with our products and services. It is a very self-driven position that requires a commitment to driving issues to full resolution.

What you get to do in this role:

Take ownership of customer issues from inception through resolution, and provide personal support to our customers

Research, diagnose, troubleshoot, and identify resolutions to customer issues related to Training and Certification service offerings utilizing our systems, utilities, and support processes with assistance from team members, and learn best practices for problem resolution

Provide regular and frequent communication to customers to ensure customers are fully advised as to the progress being made toward issue resolution

Effectively and professionally communicate complex technical issues to teams, such as product management, software engineering, sales and quality assurance

Compose internal documentation that fully reflects all activity related to resolution of support requests

Be an advocate for customer requests; maintain ownership of requests and follow through consistently until resolution is provided; proactively collaborate in a team environment with peers to assist in resolving customer issues

Elevate customer issues to senior staff as needed,



providing detailed description of problems along with steps taken to analyze the problem

Contribute to the body of knowledge by creating and maintaining knowledge base articles and other technical documents

Strive to minimize response time as well as time from the initial contact to resolution

Exercise discernment – identify when to escalate a situation and how to handle difficult situations

Maintain a positive attitude about our software and services

Skills

Experience providing qualified level support preferred

Good collaborative skills, applied successfully within team as well as with other areas

Speak or write with ease, clarity, and impact, using a communication style appropriate to the subject and the audience; must be fluent in English

Able to thrive in a fast-paced environment

Good critical thinking and problem-solving skills

Organized and experienced at successful multi-tasking

Sharp, fast learner with a technical curiosity and aptitude

Commitment to customer satisfaction and quality service The ability to effectively shift priorities and work at a rapid pace

Ability to effectively interface with all levels inside and outside the company, including senior management

Intermediate to advanced MS Office skills; skilled at using Outlook

Experience in a matrixed, global business environment

📌 Training and Certification Support Spec - II (Hyderabad)
🏢 Trigent Software
📍 Hyderabad