Technical Support Specialist / Application Support Specialist

Tech Support Specialist

Hyderabad - WFO (Hybrid)

Full Time

2-11 PM IST

5+ years experience.

Job Details:

We are searching for a Technical Support Specialist to join our rapidly growing team.

This role will report to the VP of Engineering and will work cross-functionally with our Product, Implementation, and Engineering Teams.

The Technical Support Engineer is responsible for world-class client engagement, application troubleshooting and ongoing relationship building with our customers.

The right candidate will bring a customer-centric approach to support and will have an opportunity to impact our customer success strategy.

Responsibilities:

• Communicate directly to end-users by fielding inbound questions and/or challenges and advise on a resolution based on thorough product knowledge
  
• Act as a subject matter expert of the client platform and maintain up-to-date product knowledge
  
• Troubleshoot features and integrations sufficiently to remediate configuration issues, define bugs and defects, and route issues to the appropriate engineering team
  
• Proactively identify patterns and trends in customer inquiries, reporting and escalating recurring issues to help improve the software platform
  
• Build ongoing trust and confidence with customers, advise them based on care, and act as their point of contact for any troubleshooting
  
• Maintain diligence and keep strong records and documentation of customer interactions
  
• Expand and refine our customer-facing self-help library of articles
  
• Follow Clients communication best practices and guidelines for customer engagement
  
• Respond to inbound chat, email and phone support requests
  
• Maintain and produce various customer-facing reporting documents
  
• Ongoing product testing
  
• Manage and refine the complete listing of customer challenges involving the product and/or engineering teams
  
• Communicate to the Customer Success and adjacent teams customer sentiment and feature feedback
  
• Work alongside the Product, Engineering and Implementation team to ensure our clients are getting top notch resolutions to support questions
  

Required Qualifications:

• Excellent Communication Skills

• 5+ years of experience in software product technical support
  
• Strong customer service skills
  
• Experience of SQL and/or Postman
  
• Ability to multitask, prioritize and manage time effectively
  
• Customer service experience
  
• Strong organization skills and attention to detail
  
• Proficient technical skills with the ability to quickly learn and leverage new software
  
• Bachelor’s Degree in a related field
  

Preferred Qualifications:

• Property or real estate experience
  
• Previous experience working in a startup