Senior Technical Support Specialist

2 days ago


Karachi, Sindh, Pakistan Stellic Full time
About Us

At Stellic, we are passionate about empowering students to take control of their academic journey. Our platform provides personalized education solutions that address the challenges faced by international students. We have partnered with top institutions like Cornell, Columbia University, and Ohio State University to empower 1M+ students worldwide.

We believe in the power of collaboration, innovation, and solving meaningful problems. Your ideas will have a real-world impact as you work alongside some of the brightest minds in the industry to reimagine what education can be.

About the Role

This is an exciting opportunity to join our customer-centric team as a Technical Support Analyst. As the second member of the Support team, you will play a key role in training and mentoring future support staff.

You will handle incoming support tickets, ensure timely and high-quality responses, and collaborate closely with our Engineering team to resolve bugs and address urgent customer escalations.

Your primary responsibility will be to deliver top-notch technical support to our customers, managing and responding to 500+ support tickets monthly while maintaining a 90%+ individual CSAT rating.

  • Serve as the second member of the Support team, playing a key role in training and mentoring future support staff
  • Manage and respond to 500+ support tickets monthly while maintaining a 90%+ individual CSAT rating
  • Provide high-quality technical support with initial response times under 12 hours and resolution within 3 business days for 90% of tickets
  • Independently resolve 70% common issues without escalation
  • Partner with Technical Writers to maintain a comprehensive knowledge base for faster issue resolution
  • Monitor customer support trends and identify areas for improvement
  • Work closely with Engineering to effectively escalate and resolve bugs and urgent technical issues
  • Foster and maintain a customer-centric culture within the support team and broader organization

Requirements:

  • Customer service experience (2+ years preferred)
  • Experience with education technology or student information systems or similar SaaS customer support with B2B and B2C
  • Experience using support ticketing systems
  • Strong troubleshooting and analytical abilities
  • Ability to manage multiple priorities
  • Ability to multi-task and autonomously prioritize
  • Strong cross-functional expertise engaging with engineering, customer success, and product management team


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