Technical Support Specialist - (Remote - India)

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For one of our clients, we are looking for a Technical Support Specialist, remotely from India.

As a Technical Support Specialist, you will assist customers via chat and email to ensure they have the best experience possible. You'll troubleshoot issues, answer technical queries, and guide users through solutions, helping them make the most of automation tools and platforms. You’ll work in a dynamic, fast-paced environment, collaborating with teammates to share knowledge and improve processes. This role requires a passion for solving complex issues and a commitment to providing excellent customer service.

Accountabilities:

• Provide responsive support to customers through email and chat, diagnosing technical issues and offering effective solutions.
• Collaborate with teammates to resolve complex problems and improve the customer support experience.
• Meet individual performance targets, including metrics like response times, customer satisfaction (CSAT), and resolution rates.
• Advocate for customers by escalating issues and bugs to the appropriate internal teams.
• Contribute to knowledge-sharing through updates, team discussions, and process improvements.

• At least 2 years of experience in technical support within the SaaS industry.
• Strong troubleshooting skills, particularly with APIs and automation tools.
• Excellent written communication skills, as most interactions are text-based.
• Ability to work in a fast-paced, high-volume support environment.
• Strong accountability and problem-solving skills, with a focus on customer satisfaction.
• Flexibility to work in shifts aligned with American time zones.

• Fully remote position with flexible working hours.
• Opportunities for professional growth and skill development.
• Collaboration with a talented and supportive team.
• Competitive compensation and performance-based incentives.
• Inclusion in a dynamic work culture that values empathy and efficiency.
• Access to the latest tools and resources to support your work.

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