4 Vendor Support Jobs

Job Role : Customer Support Manager - SaaS B2B Location: Hyderabad Work Mode: Work from Office only. Travel: Candidate should be open to travel based on business demand **Travel to client locations for up to 3 to 4 days per quarter based on business requirement Experience: 10+ Years of relevant experience in Customer Support including 4+ Years in Team Management. ** SaaS-B2B Customer Support Experience is mandated. **Prior experience in sales is a strong advantage. Industry: SaaS / Technology Educational Background: Bachelors degree in Computer Science, IT, Business Administration, or related field (MBA preferred). Job Overview: We are seeking a seasoned Customer Support Manager with a strong background in technical support and proven experience in managing high-performing teams within a SaaS environment. The ideal candidate should have 10+ years of overall experience with at least 3 years in a leadership capacity, driving support excellence. This is a work-from-office role that requires close collaboration with the Delivery team and other cross-functional teams. Occasional client visits (3 to 4 days per quarter) are expected based on business needs. Candidates with a tech support background, prior sales experience, and familiarity with AI tools will be given preference. Key Responsibilities Lead and manage the customer support team to consistently deliver world-class support experiences Handle team development, performance management, coaching, and professional growth Establish and continuously improve support processes, KPIs, and quality standards Manage escalations and ensure swift resolution of high-priority or complex client issues Collaborate closely with the Delivery team, Product, Engineering, and Sales to drive holistic customer satisfaction Plan and execute customer site visits (approx. once per quarter) to strengthen relationships and understand customer needs Drive the adoption and integration of AI-based support tools and technologies Ensure the development and upkeep of internal and external knowledge resources Analyze support trends and customer feedback to inform strategic decisions Build a culture of ownership, accountability, empathy, and problem-solving within the team Key Skills People Management & Team Leadership Conflict Resolution & Stakeholder Management SaaS Customer Support Experience Technical Support Expertise Excellent Communication (Hindi and English preferably) & Customer Handling Skills Support Metrics & Performance Analysis CRM & Support Tools (e.g., Zendesk, Freshdesk, Salesforce) Escalation & Crisis Management Process Optimization & Knowledge Management Collaboration with Cross-Functional Teams (Delivery, Product, Sales) Familiarity with AI Support Tools / Automation Qualifications Bachelors degree in Computer Science, IT, Business Administration, or related field (MBA preferred) 10+ years of relevant experience in customer support, with at least 4 years in a team leadership role. Strong experience in SaaS-B2B based customer support is mandatory. Previous experience in technical support roles is highly preferred. Prior experience in sales or customer success is a strong advantage Exposure to AI-driven support tools will be a plus Willingness to travel to client locations for up to 3 to 4 days per quarter Must be comfortable working full-time from the office

Job Summary Critical Facilities Engineer performs facility and infrastructure mechanical maintenance, site administration and incident support. Ideally applicants will have meaningful understanding of our critical infrastructure technical knowledge to adjust to the role quickly, enabling you to work on assignments that are at times sophisticated, requiring judgement in resolving issues or making recommendations. Responsibilities Facility/Infrastructure Maintenance Performs preventative maintenance checks, repairs, and installations on-site to critical facility components Monitors the Building Monitoring System (BMS) and responds timely to alarms according to standard operating procedures Assists more senior staff in higher facility repairs and corrective maintenance measure Operates plumbing, fire suppression, and safety systems, under the supervision of more senior technical staff Normally follows established procedures on routine work, requires instructions only on new assignments Vendor Support Coordinates with vendors to ensure maintenance activities are carried out as per Equinix's requirements Supports the work order approval process for service providers on routine maintenance work, for tracking: briefing at the start of work, work during the day workday/shift and final review of the work carried out Ensures vendor maintenance activities are carried out as per Equinix's standard operating procedures Site Administration & Incident Support Performs site logs for permits, such as Maintenance Operation Protocol (MOPs) and scripts Uses acquired job skills in following operating procedures to support on-site administration Work Orders & Additional Projects Completes semi-routine work requests and circuit installations Follows established procedures with trouble shooting and maintaining office equipment (if necessary); supports auxiliary equipment and machines Assists more senior staff with responding on-site incidents and acts as directed Collaboration Collaborates with others to resolve facility incidents Provides assistance to more senior staff on infrastructure projects Informs collaborators of inventory needs to maintain stock levels of parts and equipment Qualifications Typically 1-2 years of proven experience in the datacenter industry Open to fresh graduates Bachelor's degree in an mechanical engineering Willingness to work on rotating shifts Ability to work independently and as part of a team Excellent communication and interpersonal skills

Jobdescription forVendorhelpdesk • Vendor support-provide resolutionto vendorqueries C grievances withminimal escalation • • Incident management- ensure timely resolution of tickets Communication- provide clear and consistent communication to the vendor, while coordinating with internal teams, such as Finance, Category and Operations • Documentation-maintainrecords of vendor issues, resolutions C feedbacks for future reference. Qualification-2-3yrsof exp.

Position Name Contact Center Associate Location - Gurugram The Contact Centre Agent will serve as a primary point of contact for both internal employees and external vendors, providing timely and accurate information and resolving queries related to employee benefits, HR policies, and vendor payment matters. This role requires excellent communication skills, problem-solving abilities, and a strong customer service orientation. The agent will utilize various systems and resources to ensure efficient and effective resolution of inquiries, contributing to a positive experience for both employees and vendors. Key Responsibilities: Employee Support (Benefits & HR Policies): Respond to Employee Inquiries: Answer inbound calls, emails, and chat inquiries from employees regarding: Health insurance, retirement plans, and other employee benefits. Leave policies, attendance, and other HR procedures. Payroll inquiries (basic understanding) eg Pay slip , tax computation sheet etc. Employee onboarding and offboarding processes. Provide Information and Guidance: Explain complex benefits and HR policies in a clear and concise manner. Troubleshoot Issues: Investigate and resolve employee issues related to benefits enrolment, claims, and HR processes by coordinating with respective spocs Stay Updated: Maintain up-to-date knowledge of company benefits, HR policies, and relevant regulations basically HR repository Vendor Support (Payment & Invoice): Respond to Vendor Inquiries: Answer inbound calls, emails, and chat inquiries from vendors regarding: Invoice status and payment status. Payment discrepancies and issues. Provide Payment Information: Provide accurate and timely information on invoice processing and payment schedules. Investigate Payment Issues: Research and resolve vendor payment discrepancies and issues, coordinating with the Source to Pay team as needed. General Responsibilities: Maintain Service Levels: Meet or exceed established performance metrics, including call handling time, resolution rate, and customer satisfaction. Utilize Knowledge Base: Utilize and contribute to the knowledge base to ensure consistent and accurate information is provided. Teamwork: Collaborate with other team members and departments to ensure seamless service delivery. Key Skills required : Proven experience in a contact center or customer service role. Strong understanding of HR policies and benefits administration (preferred). Experience with vendor payment processes and invoice management (preferred). Excellent verbal and written communication skills. Strong problem-solving and analytical skills. Ability to handle multiple tasks and prioritize effectively. Proficiency in Microsoft Office Suite. Excellent customer service and interpersonal skills. Ability to remain calm and professional under pressure.