Support Specialist

Job Description

We are seeking an experienced Product Support Engineer to join our night shift operations from Pune. This role provides expert support to our clients using a vendor management platform built on modern SaaS software. The ideal candidate will have strong administration expertise in SaaS platforms, excellent communication skills, and a passion for resolving issues swiftly and effectively.

Responsibilities:

• Serve as the primary point of contact for client support during night shifts.
• Manage and resolve complex administration issues related to our vendor management SaaS platform.
• Perform user management tasks (e.g., creating users, managing roles, permission sets, profiles).
• Handle support tickets, troubleshoot system errors, workflow issues, data inconsistencies, and user access problems.
• Coordinate with development and product teams for escalation and resolution of advanced issues.
• Monitor system performance and proactively identify potential issues.
• Document all support activities, resolutions, and client interactions clearly and comprehensively.
• Train and guide junior support staff as needed.
• Maintain a high level of professionalism and empathy while communicating with clients.
• Suggest process improvements based on recurring support issues or customer feedback.

Qualifications:

• 4+ years of experience.
• Previous experience supporting vendor management or similar platforms is highly preferred.
• Excellent written and verbal communication skills.
• Ability to work independently during night shifts while maintaining a client-first attitude.
• Strong problem-solving and analytical skills.
• Ability to work collaboratively with cross-functional teams.

Work Hours:

• Night Shift (aligned with U.S. time zones).

Location:

• Pune, India (Work from Office / Hybrid as per company policy).

Preferred Skills (Good to Have):

• Experience working with service cloud modules in a SaaS platform.
• Familiarity with ticketing tools like Salesforce, Jira, ServiceNow, or Zendesk.
• Knowledge of ITIL processes.