Technical Support Specialist

Summary of Position: The primary role of a Technical Support Specialist is to ensure complete satisfaction and success of our customers. The Technical Support Specialist will consistently strive to exceed customer expectations by providing empathetic, patient, and efficient support. The primary objective is to address problems, incidents, and inquiries submitted by customers through various support channels.

Location: Ahmedabad or Pune

Key Responsibilities:

• Deliver exceptional customer support by addressing and resolving customer issues promptly and effectively.
• Maintain a high level of empathy and professionalism in all customer interactions.
• Proactively identify and learn new features and functionalities to better assist customers.
• Collaborate with internal teams to ensure customer feedback is communicated and addressed.
• Replicate customer-reported issues within an internal environment, meticulously documenting the steps taken and observations made.

Qualifications:

• Strong drive and initiative to independently learn and master new features.
• Excellent communication and problem-solving skills.
• Ability to work efficiently in a fast-paced environment.
• Demonstrated experience in customer support or a related field, such as business analysis, requiring strong analytical skills to address and resolve complex business challenges.
• Ability to manage multiple tasks and priorities effectively.
• Strong analytical skills and attention to detail.
• Ability to perform thorough analysis and review of log file (server, app, etc.)
• Proficiency in using support ticketing systems and CRM software.
• Ability to work collaboratively within a team and across departments.
• 4+ years of experience supporting large enterprise customers
• Integration experience, a plus (Salesforce, Palantir, Ariba, etc.)
• Familiarity with Contract Lifecycle Management (CLM) software is a plus.