Customer Support Specialist

The Customer Support Specialist is responsible for providing prompt, professional, and effective support to customers. This role involves managing first and subsequent responses to customer queries, delivering accurate information and solutions, and ensuring timely resolution of support tickets within defined SLAs.

Key responsibilities include troubleshooting customer-reported issues, reproducing bugs or problems, and escalating complex technical issues that require development interventions such as software bugs, new reports, enhancements, or feature requests. The specialist will also act as a bridge between customers and internal development teams, clearly communicating technical issues and feedback.

• Respond to customer queries with empathy, clarity, and professionalism.
• Provide first and next-level support, ensuring issues are resolved within SLAs.
• Troubleshoot technical problems, replicate reported issues, and identify root causes.
• Escalate issues that require development intervention, including bugs, enhancements, and new feature requests.
• Communicate effectively with the development team, providing detailed issue documentation.
• Guide customers through product features and functionalities.
• Maintain accurate records of interactions and resolutions using support tools.
• Proactively follow up on outstanding tickets and ensure customer satisfaction.
• Identify common issues and contribute to support documentation and FAQs.
• Continuously improving the support process by providing feedback from customer interactions.
• Provide accurate, valid, and complete information by asking the right questions and using the right methods/tools. This includes the ability to set up and replicate the technical issues within our software that the customer is experiencing, and to document and describe those steps to the software development teams.
• Create and maintain documentation of software modules as a part technical documentation for the clients and creation of solution articles for an internal knowledgebase of solutions.
• Identify and assess issues reported by the customer and escalate it to the relevant team to achieve a satisfactory outcome for the customer in a timely manner.
• Build sustainable relationships and trust with the customers through open and interactive communication via feedback calls at the time of closure of request.
• Follow communication procedures, guidelines, and policies.
• Perform basic QA on BI Reports, enhancements, and Bug fixes.
• Assist Technical team on issues reported by clients in grooming sessions.
• Administer configuration changes requested by clients.
• All other related duties assigned by the manager.

• At least a bachelor's degree in related discipline

• Must have at least 1+ years of experience working with international customers.
• Proven experience in a customer support or technical support role.
• Experience in working with development teams is a plus.
• Must be able to work in US hours (4:00 PM – 1:00 AM PST).

• Strong problem-solving and troubleshooting skills.
• Familiarity with ticketing systems and support platforms.
• Ability to understand and explain technical concepts to non-technical users.
• Ability to learn new tools quickly.
• Excellent verbal and written communication skills.
• Ability to work independently and as part of a cross-functional team.

• Organized and detail oriented.
• Punctuality and Dependability is necessary.
• Ability to adjust to a high-performance culture.
• Ability to stay calm and perform well under stressful conditions.