Support Specialist

4 weeks ago

Vadodara, Gujarat, India InfoDesk Full time

About InfoDesk

Infodesk is the leading enterprise intelligence management SaaS platform, serving the top 100 companies across global life sciences, government, professional, and investment services.InfoDesk s proprietary "Smarter Data" \technology gathers, normalizes, enriches, and summarizes content in real-time from external and internal sources to deliver business-critical insights that help clients increase their competitive awareness, mitigate risks, and make confident data-driven strategic decisions.

Responsibilities:

Technical Support: Provide timely and effective technical assistance to customers and internal teams, resolving software product issues and inquiries through various channels such as email and chat. Troubleshoot problems, diagnose root causes, and guide users through step-by-step solutions.

Customer Relationship Management : Build and maintain positive relationships with customers by understanding their needs, addressing concerns, and ensuring a high level of satisfaction. Manage customer expectations, set clear deliverables, and provide regular updates on issue resolution progress.

Issue Escalation and Collaboration: Collaborate with cross-functional teams, including developers, engineers, and product managers, to escalate and resolve complex technical issues. Act as a liaison between customers and

internal stakeholders, ensuring efficient and effective communication throughout the resolution process.

Product Testing and Feedback: Collaborate with the product development team to test new features and enhancements, providing feedback on usability, functionality, and potential areas for improvement. Participate

in beta testing programs and provide valuable insights to help shape the product roadmap.

Continuous Improvement: Proactively identify trends, recurring issues, and opportunities for process improvement. Collaborate with the team to develop and implement strategies to enhance the overall support experience, including automation, self-service options, and improved monitoring and reporting capabilities.

Salesforce Analyst: Maintain and optimize the Salesforce platform, handling user support, data integrity, and system configuration to align with evolving business needs.

Required Experience:

  • Bachelors degree in computer science, Information Technology, or a related field (or equivalent work experience).
  • Proven experience in a customer-facing technical support role, preferably in the software industry.
  • Familiarity with IT service management principles, ticketing systems, and customer relationship management (CRM) tools.
  • Proficiency in troubleshooting software applications, networks, and operating systems.
  • Strong knowledge of database concepts, SQL queries, data analysis and Salesforce configurations
  • Understanding of web technologies (HTML, CSS, JavaScript), APIs, and integrations.
  • Excellent verbal and written communication skills, with the ability to explain technical concepts to nontechnical users.
  • Strong active listening skills and the ability to empathize with customers' concerns.

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