Role and Responsibilities:

Provide high quality support via Zendesk and Zoom calls, helping our customers troubleshoot and resolve any issues that arise
Maintain high ticket productivity and have a minimal backlog
Respond to cases in our support ticketing system as per agreed SLA’s and manage a minimal backlog of pending cases while maintaining the quality of support provided
Maintain a healthy CSAT score aligned to the organizational goal
Follow standard procedures for proper and timely escalation of unresolved issues to the appropriate internal teams
Triage, plan and report common/redundant support ticket trends and work on a plan to mitigate them using customer self serve model
Take ownership of key projects and successfully follow and execute on the same

Essential Qualifications:

Minimum 5 yrs of hands on support experience with global customers in the product support space
Ability to work well as a member of a large team spanning multiple cultures and time zones
Readiness to work in India Night shift (US Day shift) and weekend shift as required
A self starter and quickly ramp up on the product and independently resolve issues with minimal help
Proficiency in HTML, CSS, JavaScript
Knowledge of database tables & SQL
Fluent in English with excellent listening, verbal and written communication skills
Excellent critical thinking skills with an ability to find creative solutions
Highly detail-oriented and focused on quality
Intermediate to advanced knowledge of Excel required
Flexibility and agility with changing priorities and responsibilities in a fast paced environment

Best in Industry Standard

Bangalore