Technical Support Specialist

Location:

Hyderabad, Telangana, India (In-Office)

Department:

Customer Success

Experience

: 4-6 Years

Employment Type:

Full-time

About the Role:

Join Team as a Technical and Operations Support Specialist within our Customer Success team in Hyderabad. In this role, you will be the first point of contact for clients, providing frontline technical support for our Generative AI applications in a dynamic SaaS environment. Your primary responsibility will be to manage the end-to-end lifecycle of client support tickets, from initial contact to resolution, ensuring high levels of customer satisfaction and timely communication.

Responsibilities:

Ticket Management: Manage client tickets from creation to closure using a ticketing tool, ensuring all interactions and resolutions are accurately documented. SLA Compliance: Proactively manage and monitor Service Level Agreements (SLA's) for ticket response and resolution times, working to meet and exceed targets. Initial Troubleshooting: Perform initial troubleshooting and diagnostics to identify the root cause of client issues. User Assistance: Assist users with application-related queries, providing guidance and best practices for using our Generative AI solutions effectively. Client Communication: Schedule and conduct meetings with users to gather detailed information on reported issues, and provide regular status updates on ticket progress. Operational Monitoring: Monitor day-to-day operations, including scheduled job runs, infrastructure alerts, and application health, escalating issues as needed. Triage and Escalation: Triage complex issues and effectively escalate to Level 2 (L2) and Level 3 (L3) engineers or Operations teams with detailed documentation and context. Reporting: Prepare and deliver regular status reports on support metrics, ticket trends, and operational performance to management. Coordination: Coordinate with Project Management and Client teams to ensure smooth and timely issue resolution and alignment of client expectations. Documentation: Maintain comprehensive documentation and knowledge base articles for operations, processes, and best practices. Testing Support: Assist in testing patches, updates, and fixes to ensure the required functionality or requested changes have been successfully addressed before deployment. Technical Translation: Possess the ability to understand non-technical client requirements and effectively articulate them as technical requirements to L2/L3 teams.

Required Skills and Qualifications:

Bachelor's degree in a technical field is preferred; other degrees are acceptable with strong programming, scripting, and automation skills. 4-6 years of experience in technical support, help desk, or operations role. Strong understanding of client ticket management and the support lifecycle is a must. Proven ability to perform initial troubleshooting and problem-solving. Experience or exposure to supporting Generative AI applications and experience with Generative AI tools is a must. Excellent written and verbal communication skills, with a focus on clear and empathetic client interactions. Proficiency with Microsoft Excel for data analysis and reporting. Strong attention to detail and ability to work in a fast-paced environment. Experience in working with ticketing tools (ITSM) is required. Understanding of 3-tier architecture and AWS/Cloud Infrastructure is required.

Desired Skills and Qualifications:

Experience with Generative AI tools and platforms. Experience in healthcare/pharma IT products and processes Experience working with GxP products and processes is preferable Prior experience with Safety Databases such as Oracle Argus Safety or Viva Prior experience with Pharma regulatory case processing and products Experience in business analysis and/or project management. Familiarity with AI safety and security best practice. Proficiency in Python, Databases, UI for automation and scripting is preferred.

Benefits:

Competitive salary and benefits package. Collaborative and supportive work environment. Opportunities for professional growth and development within the growing field of Generative AI.