Support Specialist

1 week ago

Pune Maharashtra India, Maharashtra Hypermatica Full time
About the job

Job Description

We are seeking an experienced Product Support Engineer to join our night shift operations from Pune. This role provides expert support to our clients using a vendor management platform built on modern SaaS software. The ideal candidate will have strong administration expertise in SaaS platforms, excellent communication skills, and a passion for resolving issues swiftly and effectively.


Responsibilities:

  • Serve as the primary point of contact for client support during night shifts.
  • Manage and resolve complex administration issues related to our vendor management SaaS platform.
  • Perform user management tasks (e.g., creating users, managing roles, permission sets, profiles).
  • Handle support tickets, troubleshoot system errors, workflow issues, data inconsistencies, and user access problems.
  • Coordinate with development and product teams for escalation and resolution of advanced issues.
  • Monitor system performance and proactively identify potential issues.
  • Document all support activities, resolutions, and client interactions clearly and comprehensively.
  • Train and guide junior support staff as needed.
  • Maintain a high level of professionalism and empathy while communicating with clients.
  • Suggest process improvements based on recurring support issues or customer feedback.


Qualifications:

  • 4+ years of experience.
  • Previous experience supporting vendor management or similar platforms is highly preferred.
  • Excellent written and verbal communication skills.
  • Ability to work independently during night shifts while maintaining a client-first attitude.
  • Strong problem-solving and analytical skills.
  • Ability to work collaboratively with cross-functional teams.


Work Hours:

  • Night Shift (aligned with U.S. time zones).


Location:

  • Pune, India (Work from Office / Hybrid as per company policy).


Preferred Skills (Good to Have):

  • Experience working with service cloud modules in a SaaS platform.
  • Familiarity with ticketing tools like Salesforce, Jira, ServiceNow, or Zendesk.
  • Knowledge of ITIL processes.

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