About the role

WHAT YOU WILL DO:● Provide support and cater to the specific needs of our new and existing customers● Install and configure integrations● Record, track, and document the help desk request problem solving process includingactions taken through to the final resolution● Respond in timely manner to requests and issues● Follow incidents through to resolution● Provide regular updates to customer on their requests● Test new functionality and work directly with the product team on launches● Be empathetic and have a “tough skin” when handling customer complaints and issues● It is imperative that Support Managers have a friendly and helpful demeanor at all times an ability to be customer facing via web shares● Work with and report to the VP of Customer Success to enhance knowledge base as well as customer support communication automation● Successfully work with internal partners to identify and address any customer issues● Provide exceptional customer support and client care● Ability and willingness to quickly learn new technology and software● Resolve tier 1 and 2 support tickets and escalate to tier 3

Tasks & KPI’s:● Provide troubleshooting and support to resolve issues● Respond to tickets in accordance with SLA guidelines● Understand client needs, handle support requests, answer product-specific questions, and resolve technical issues
REQUIRED SKILLS & QUALIFICATIONS:● A Bachelor Degree in any field from a recognized University or equivalent.● 5+ Years of experience in a helpdesk or customer support environment● 2+ Years in a similar role (tier 2 or higher)● Hands-on experience in Technical Support.● Excellent written and verbal communication skills● Strong computer skills● Required experience with Zendesk● Experience with Salesforce, Hubspot is a plus● High attention to detail● Data-savvy
EMPLOYMENT TYPE: Full-TimeLOCATION: Remote (Pan India)SHIFT TIMINGS:● 5 pm to 2 am IST

Technical Support Tier 2_Shay

About the role

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