Support Desk Specialist

Voiro is India's first revenue management suite for ad-led digital publishers, specializing in monetizing content such as live sports, reality TV, and entertainment through data-intelligent advertising. 40% of India's digital over-the-top (OTT) publishers rely on Voiro for their operations. As a Support Desk Specialist at Voiro, your primary responsibility will be to collaborate with users to ensure the success of our product. This role entails working closely with users to facilitate easy system usage and resolve any issues encountered. Effective communication and critical reasoning are essential skills for this position. Your duties will include meeting and coordinating with both internal and external stakeholders to drive product success. You will be responsible for managing the ticket query system, maintaining an updated database of queries and resolutions, and providing necessary support on product usage, reports, and queries. Additionally, you will communicate with customers regarding tickets, events, and maintenance, escalating and tracking items requiring assistance from other teams or members. Analyzing client requirements and issues, consulting with the Product and Customer Success teams on new requests and critical issues, providing user training as needed, monitoring product health, and ensuring system operation according to specifications are also part of your responsibilities. You will be expected to drive continuous improvement in SLA adherence and customer satisfaction levels while strictly adhering to established processes. The ideal candidate for this role possesses exceptional verbal and written communication skills, good listening abilities, logical reasoning, critical thinking, strong organizational skills, attention to detail, and practical knowledge of using the Office suite (Microsoft Office/Google Apps). Requirements for this position include a Bachelor's or Master's degree and 1-2 years of work experience, although freshers are welcome to apply.,