9 Support Tools Jobs

You will be joining our team in Hyderabad as a Product Support Executive, where your main focus will be on supporting global customers throughout different phases such as pilot, implementation, and post-go-live. Your responsibilities will include ensuring a smooth product adoption process and resolving any issues that may arise. It is crucial for you to be detail-oriented, customer-focused, and comfortable working in rotational shifts. Your key responsibilities will involve engaging with customers during various stages of onboarding, implementation, and post-implementation. You will be expected to respond to customer queries through email, chat, and calls with a consultative and solution-oriented approach. Additionally, you will need to maintain a strong understanding of SmartWinnrs features, updates, and functionality to effectively troubleshoot any product issues that may arise. In terms of documentation and process adherence, you will be required to maintain detailed records of customer interactions and resolutions using internal tools. It is essential for you to follow defined processes for issue tracking, escalation, and communication. Furthermore, you will collaborate closely with the product and engineering teams to relay feedback and coordinate with the Customer Success team for smooth handovers and ongoing account support. To qualify for this role, you should hold a Bachelor's degree in B.Tech, BCA, B.SC, or a related field, along with at least 3 years of experience in a customer or product support role, preferably in a SaaS or tech environment. Experience in working with global clients and comfortability with night shifts will be advantageous. Strong written and verbal communication skills in English, proficiency in Microsoft Office and Google Workspace tools, and the ability to learn and work with web-based platforms and support tools are essential. As a successful candidate, you should be self-motivated with a high sense of ownership and accountability, possess strong analytical and problem-solving abilities, and be flexible and willing to work rotational and night shifts as required. In return, we offer a competitive compensation and benefits package, the opportunity to work with a global SaaS platform impacting enterprise sales teams, a collaborative and fast-paced environment with room for learning and growth, and cross-functional exposure across product, engineering, and customer success teams.,

Responsive is the global leader in strategic response management software, dedicated to transforming how organizations exchange critical information. The AI-powered Responsive Platform enables companies worldwide to accelerate growth, mitigate risk, and enhance employee experiences. With nearly 2,000 customers leveraging Responsive for various responses such as RFPs, RFIs, DDQs, ESGs, security questionnaires, and more, the company is headquartered in Portland, OR, with additional offices in Kansas City, MO, and Coimbatore, India. As the Director of Customer Support at Responsive, you will play a pivotal role in defining and executing the global support strategy. Your responsibilities include leading a growing team of support professionals, establishing a high-performing function that consistently exceeds service level expectations, and fostering a culture of accountability, empathy, and growth. The ideal candidate for this role should possess a strong operational background with experience supporting B2B enterprise customers and a proven track record of delivering high CSAT/SLA metrics while effectively scaling for growth. Key Responsibilities: - Define the vision, goals, and roadmap for the global support function. - Lead and scale a distributed team of support managers, leads, and agents. - Monitor key performance metrics such as CSAT, NPS, SLA, FRT, TTR, etc. - Ensure a consistent, high-quality customer support experience across multiple channels. - Advocate for the voice of the customer within the organization and influence product and engineering roadmaps. - Implement scalable support processes, workflows, and knowledge management practices. - Utilize support tools like Zendesk, Intercom, Salesforce, or similar platforms effectively. - Incorporate automation, AI, and self-service strategies to enhance responsiveness and reduce ticket volume. - Collaborate with cross-functional teams to address complex issues and proactively support account health. - Recruit, train, and develop top talent while fostering a culture of growth and accountability. - Design onboarding and training programs to enhance product knowledge and support delivery. Qualifications: - Bachelor's degree in Business, Technology, or related field; MBA is a plus. - 20+ years of experience in customer support/customer success, with 5+ years in leadership roles. - Proven experience in leading SaaS support operations at scale for B2B enterprise-grade products. - Deep understanding of SaaS metrics, customer lifecycle, and escalation management. - Proficiency in support tools and platforms like Zendesk, Salesforce Service Cloud, Intercom, Jira. - Strong analytical skills with a focus on KPIs, reporting, and operational improvement. Desired Skills: - Extensive knowledge of SaaS business models and the end-to-end customer lifecycle. - Expertise in customer support operations, KPIs, and support analytics. - Familiarity with AI-powered support tools, automation, chatbots, and self-service platforms. - Exceptional communication and interpersonal skills for effective collaboration. - Strong problem-solving, decision-making, and data analysis capabilities. - Ability to manage remote, cross-cultural teams and excel in a virtual-first workplace. Join Responsive to work on impactful solutions, collaborate with a passionate team, and grow your career in an inclusive environment with competitive benefits.,

As a User Success Engineer & QA at Dassault Systmes in Pune, Maharashtra, you will have the opportunity to unlock your potential in the field of Scientific Software Engineering. Your responsibilities will include: - Demonstrating hands-on experience in supporting web applications and QA functional testing. - Possessing a basic understanding of web technologies such as client/server, application servers, load balancers, and web services. - Exhibiting good problem-solving and analytical skills. - Demonstrating proficiency in English written and verbal communication. - Developing creative and innovative solutions to customer problems and showcasing testing knowledge. - Understanding software testing principles. - Having basic exposure to support tools for managing incidents and requests, along with an understanding of support processes and SLAs. - Knowledge of ENOVIA/PLM tools/Cloud technology will be considered an advantage. Qualifications required for this role include: - BE/BTech/ME/MTech degree with good academics and no gaps in the educational background. - 1 to 2 years of relevant experience. What's in it for you - Work for one of the biggest software companies in the world. - Be a part of a culture that fosters collaboration and innovation. - Opportunities for personal development and career progression. - Collaborate with internal users of Dassault Systmes and stakeholders of various internal and partner projects. At Dassault Systmes, we are committed to building more inclusive and diverse teams worldwide. We believe that our people are our greatest asset, and we strive to create an environment where all employees can bring their authentic selves to work. Our goal is for every individual to feel a sense of pride and belonging. As a company driving change, we take responsibility for promoting opportunities for everyone to participate in a unified Workforce of the Future.,

As a Senior Manager / Head of Customer Support in Enterprise SaaS, you will play a crucial role in building and scaling a high-performing support team for our fast-growing SaaS company. Your primary responsibilities will include driving strategy, leading global L1/L2 teams, and ensuring a world-class customer experience through technical depth, data-driven decisions, and operational excellence. To excel in this role, we are looking for someone with 10-15 years of experience in technical support/customer success, with at least 2 years of experience in leading managers. You should possess a strong understanding of SaaS and enterprise technologies such as APIs, SSO, and integrations. Proven leadership skills, a customer-first mindset, and familiarity with support tools like Salesforce, Freshworks, etc., are also essential for success in this position. This position is based in Pune, and the role typically follows a 2:00 PM to 10:00 PM IST schedule to align with global customer needs. However, some flexibility is expected based on business requirements and team priorities. If you are ready to lead with purpose and elevate support to a strategic advantage, we are excited to hear from you. Join us in creating exceptional customer experiences and driving the success of our SaaS company.,

As a Senior Customer Support Specialist, you will play a crucial role in delivering exceptional customer service in a fast-paced SaaS environment. Your responsibilities will include handling escalated support queries through email, chat, and phone, providing timely resolutions, and ensuring customer satisfaction. Moreover, you will be responsible for mentoring junior team members, sharing best practices, and assisting in challenging cases. Collaboration with cross-functional teams such as Product, Engineering, and Customer Success will be essential to troubleshoot issues and provide feedback for product improvements. Utilizing our support tool efficiently to manage tickets, prioritize effectively, and ensure prompt follow-up will be a key task. You will also contribute to creating and updating knowledge base articles, FAQs, and support documentation to enhance self-service resources for customers. Furthermore, collecting and analyzing customer feedback to identify trends and areas for improvement will be part of your role. Monitoring support KPIs, such as response time and customer satisfaction scores, and working proactively to achieve targets will be crucial to ensure high-quality support services. The ideal candidate should have a Bachelor's degree or equivalent experience in Customer Support, Customer Success, or a related field. A minimum of 4 years of experience in a customer support role, particularly in a SaaS environment, is required. Proficiency in technical skills like Excel, SQL, and data reporting is essential. Strong problem-solving and analytical skills, excellent communication skills, and experience with support tools like Zendesk, Freshdesk, or BoldDesk are also desired. The ability to handle high-pressure situations while maintaining a customer-first mindset is a key attribute for success in this role.,

NTT DATA is looking for an exceptional Windows Admin to join the team in Bangalore, Karnataka (IN-KA), India. As a Systems Administration Advisor, you will provide ongoing systems administration support, including installation, customization, maintenance, and troubleshooting of hardware/software systems. Your responsibilities will involve addressing availability and reliability issues on systems across multiple locations, evaluating and integrating new operating system versions, drivers, and hardware, and ensuring system security measures are in place. You will play a key role in monitoring and tuning the system to achieve optimum performance levels in standalone and multi-tiered environments. Additionally, you will be involved in implementing system backup/disaster recovery procedures and directing recovery operations in case of system component destruction. This position requires 8-10 years of relevant experience, advanced knowledge of systems software/hardware, networks, and operating systems, as well as exceptional technical troubleshooting skills and interpersonal abilities. NTT DATA is a trusted global innovator of business and technology services, serving 75% of the Fortune Global 100. As a Global Top Employer, NTT DATA is committed to helping clients innovate, optimize, and transform for long-term success. With experts in over 50 countries and a robust partner ecosystem, NTT DATA offers business and technology consulting, data and artificial intelligence services, industry solutions, and application development and management. Join NTT DATA in shaping the digital future and driving innovation worldwide. Visit us at us.nttdata.com.,

You are an individual striving to grow your career with NTT DATA, a trusted global innovator of business and technology services. As a Windows Admin based in Bangalore, Karnataka, India, your role involves providing ongoing systems administration support for hardware and software systems. You will be responsible for installation, customization, maintenance, and troubleshooting, as well as offering technical support on programming tools, database systems, and networks. Your key responsibilities include addressing availability and reliability issues on systems such as Windows, Unix, and Mainframe across multiple locations. You will evaluate and integrate new operating system versions, drivers, and hardware. Additionally, you will be involved in remediation of daily incident tickets, system compliance, enhancement testing, policy adherence, client coordination, and operational recommendations. Monitoring and tuning the system for optimum performance levels in standalone and multi-tiered environments will also be part of your duties. As a Systems Administration Advisor, you are expected to have a deep understanding of your subject area and related fields. You will handle diverse issues, lead projects contributing to the company's success, and analyze business needs to optimize IT policies. Your role involves participating in strategic planning, development, and acting as a technical expert in the design and deployment of new systems to ensure server environment stability. With 8-10 years of relevant experience, you should possess advanced knowledge of systems software, hardware, networks, and operating systems. Exceptional technical troubleshooting skills and interpersonal abilities are crucial for this role. An undergraduate degree or equivalent combination of education and work experience is required, with a graduate degree being preferred. NTT DATA, a $30 billion company, serves 75% of the Fortune Global 100, offering business and technology consulting, data and artificial intelligence services, industry solutions, and application development and management. The organization is a leader in digital and AI infrastructure globally, committed to helping clients innovate, optimize, and transform for long-term success. With a presence in over 50 countries and a strong partner ecosystem, NTT DATA is dedicated to moving organizations confidently into the digital future. Visit us at us.nttdata.com for more information.,

As a Product Support Team Lead, you will be responsible for leading, mentoring, and growing the product support team to deliver exceptional support experiences. You will act as an escalation point for complex customer issues and product queries, utilizing tools such as SQL, JavaScript, Postman, and browser developer tools to debug customer issues effectively. Your role will involve building processes to log, track, and prioritize bugs and feature requests and collaborating closely with the product and engineering teams to enhance product reliability and usability. Reviewing customer screen recordings and usage patterns will be part of your responsibilities to identify UI/UX improvements. You will also be tasked with setting up and maintaining reporting on key support metrics like ticket volume, resolution time, and CSAT. Developing SOPs and knowledge bases for internal support teams and end-users, as well as driving process improvements to reduce ticket volume and enhance self-service adoption, will be crucial aspects of your role. Working directly with founders, developers, and marketers using BiteSpeed, you will help them achieve their business goals. Creating feedback loops from support to product and marketing teams for continuous improvements will also be part of your responsibilities. Ensuring a personalized, prompt, and delightful experience across all customer interactions will be a key focus area. To qualify for this role, you should have 3-6 years of experience in product support, customer support, or technical account management. Strong expertise in SQL (basic queries and data investigation), JavaScript (troubleshooting and browser debugging), and Postman (API testing and validations) is essential. Proven leadership experience or team management exposure is required, along with prior experience in a fast-paced SaaS or startup environment. Excellent communication skills, a problem-solving mindset, deep empathy for customers, and a keen attention to detail are qualities that will contribute to your success in this role. Experience in e-commerce platforms, especially Shopify, is a plus, along with familiarity with support tools like Intercom, Zendesk, or Freshdesk. A basic understanding of UI/UX and customer journey mapping, as well as the ability to work effectively in a global, remote-first team, will further strengthen your candidacy for this position.,

Lead a team of 8-10 support professionals across technical, functional, and infrastructure domains Design and manage shift schedules to ensure 24/5 support coverage