Support Generalist

You will be responsible for managing and resolving incoming support tickets, triaging issues, and establishing sustainable relationships with customers through effective communication. Your key responsibilities will include: Ticket Management: - Utilizing software configuration, reporting, and database queries to manage and resolve support tickets. - Categorizing issues based on guidelines and rules. Customer Satisfaction: - Identifying and addressing customer needs to ensure satisfaction. - Building trust through open and interactive communication. Technical Support: - Troubleshooting API issues and assisting customers with requests. - Supporting virtual customer training sessions and webinars. Collaboration: - Working with internal teams to meet customer ticket resolution timelines. - Participating in customer ticket prioritization meetings. Documentation and Knowledge Management: - Providing accurate information using appropriate methods and tools. - Recording customer interactions and assisting with knowledge base article documentation. Skill Set Requirements: - Minimum 1 year of experience in a B2B technical support role. - Preferred educational backgrounds include BCOM, BBA, BA, and MBA. - Proficiency in clear and concise writing, communication, and English language skills. - Strong sense of ownership, adaptability, and familiarity with bug tracking and ticket management software. - Proficiency in Excel, data manipulation, SQL, and database practices. - Excellent communication, customer service, troubleshooting, problem-solving, and analytical skills. - Experience with ticket management systems, software configuration, and building customer relationships. Other Requirements: - Location in Delhi NCR. - Ability to work in various shifts, including UK, EST, and PST time zones. Best of luck with your application!,