Job
Description
As a Software Support Specialist working in rotational night shifts at our Vadodara office, your role will involve: - Acting as the first point of contact for clients, ensuring first call resolution by troubleshooting and resolving issues effectively. - Listening carefully to client concerns, educating them on solutions, and preventing recurring issues by reviewing their accounts and providing guidance. - Delivering engaging, responsive, and timely support via phone and email to consumer clients, sales teams, and internal stakeholders. - Maintaining ownership of client issues through to resolution, even when coordinating with other teams. - Collaborating with sales to resolve consumer issues, playing an active role in client retention. - Building and maintaining a strong knowledge of Autotrader products and services, along with organizational processes, policies, and systems. - Adapting to changing responsibilities and contributing to special projects or assignments to support team and company objectives. Qualifications required for this role include: - 1-3 years of experience in a technical or client support function (SaaS environment preferred). - Familiarity with helpdesk ticketing systems (ZenDesk experience a plus). - Strong problem-solving skills with the ability to troubleshoot quickly and effectively. - Excellent communication skills verbal, written, email, and phone. - Ability to collaborate across departments including Development, Product Management, and Customer Onboarding. - High energy, enthusiasm, initiative, and a professional approach. - Strong organizational and planning skills; self-motivated with a willingness to learn. - Proficiency in Excel fundamentals (preferred). - Knowledge of Accounting & Audit is a plus. - Bachelor's degree or equivalent combination of education and experience. - Comfortable working in Pacific Time Zone schedules. In addition to a challenging and rewarding work environment, we offer the following benefits: - Transportation allowance - Canteen subsidy - Night shift allowance (as per process) - Schedule attendance bonus - Health insurance - Tuition reimbursement - Incentive components (campaign-wise) - Work-life balance initiatives - Rewards & recognition programs - Internal career growth through IJP (Internal Job Postings) As a Software Support Specialist working in rotational night shifts at our Vadodara office, your role will involve: - Acting as the first point of contact for clients, ensuring first call resolution by troubleshooting and resolving issues effectively. - Listening carefully to client concerns, educating them on solutions, and preventing recurring issues by reviewing their accounts and providing guidance. - Delivering engaging, responsive, and timely support via phone and email to consumer clients, sales teams, and internal stakeholders. - Maintaining ownership of client issues through to resolution, even when coordinating with other teams. - Collaborating with sales to resolve consumer issues, playing an active role in client retention. - Building and maintaining a strong knowledge of Autotrader products and services, along with organizational processes, policies, and systems. - Adapting to changing responsibilities and contributing to special projects or assignments to support team and company objectives. Qualifications required for this role include: - 1-3 years of experience in a technical or client support function (SaaS environment preferred). - Familiarity with helpdesk ticketing systems (ZenDesk experience a plus). - Strong problem-solving skills with the ability to troubleshoot quickly and effectively. - Excellent communication skills verbal, written, email, and phone. - Ability to collaborate across departments including Development, Product Management, and Customer Onboarding. - High energy, enthusiasm, initiative, and a professional approach. - Strong organizational and planning skills; self-motivated with a willingness to learn. - Proficiency in Excel fundamentals (preferred). - Knowledge of Accounting & Audit is a plus. - Bachelor's degree or equivalent combination of education and experience. - Comfortable working in Pacific Time Zone schedules. In addition to a challenging and rewarding work environment, we offer the following benefits: - Transportation allowance - Canteen subsidy - Night shift allowance (as per process) - Schedule attendance bonus - Health insurance - Tuition reimbursement - Incentive components (campaign-wise) - Work-life balance initiatives - Rewards & recognition programs - Internal career growth through IJP (Internal Job Postings)
