Support Specialist

Role Overview: As a support generalist, your primary role will be to manage and resolve incoming support tickets, triage issues, and build sustainable relationships with customers through open communication. Key Responsibilities: - Manage and resolve support tickets via software configuration, reporting, and database queries - Triage issues into appropriate categories based on guidance and rules - Identify and assess customer needs to achieve satisfaction - Build trust through open and interactive communication - Troubleshoot and assist customers with API issues and requests - Assist with virtual customer training sessions and webinars - Work with internal teams to resolve customer tickets within internal SLAs - Participate in customer ticket prioritization meetings - Provide accurate and complete information using the right methods and tools - Keep records of customer interactions via provided tools - Assist with documentation for knowledge base articles as needed Qualification Required: - 1+ years experience in a B2B technical support role - BCOM, BBA, BA & MBA would be preferred - Ability to write clearly and concisely, and communicate instructions or explanations appropriately - Proficiency in reading and writing in English is required - Strong sense of ownership and proven ability to adapt - Familiarity with bug tracking and ticket management software (JIRA, Rally, Pivotal, etc.) - Proficient in Excel and data manipulation - Understanding of SQL and database practices - Excellent communication and customer service skills - Ability to troubleshoot and resolve technical issues - Strong problem-solving and analytical skills - Experience with ticket management systems and software configuration - Ability to work collaboratively with internal teams and build sustainable customer relationships [Additional Details: Omit this section as there are no additional details mentioned in the job description],