Technical Support Specialist

3 weeks ago

Delhi Division, India Brainwork TechnoSolutions Pvt. Ltd Full time

Responsibilities :- Communicate directly to end-users by fielding inbound questions and/or challenges and advise on a resolution based on thorough product knowledge- Act as a subject matter expert of the Cohesion platform and maintain up-to-date product knowledge- Troubleshoot features and integrations sufficiently to remediate configuration issues, define bugs and defects, and route issues to the appropriate engineering team- Proactively identify patterns and trends in customer inquiries, reporting and escalating recurring issues to help improve the software platform- Build ongoing trust and confidence with customers, advise them based on care, and act as their point of contact for any troubleshooting- Maintain diligence and keep strong records and documentation of customer interactions- Expand and refine our customer-facing self-help library of articles- Follow Cohesion's communication best practices and guidelines for customer engagement- Respond to inbound chat, email and phone support requests- Maintain and produce various customer-facing reporting documents- Ongoing product testing- Manage and refine the complete listing of customer challenges involving the product and/or engineering teams- Communicate to the Customer Success and adjacent teams' customer sentiment and feature feedback- Work alongside the Product, Engineering and Implementation team to ensure our clients are getting top notch resolutions to support questionsRequired Qualifications :- 5+ years of experience in software product technical support- Strong customer service skills- Knowledge of SQL and/or Postman- Ability to multitask, prioritize and manage time effectively- Customer service experience- Strong organization skills and attention to detail- Proficient technical skills with the ability to quickly learn and leverage new software (ref:hirist.tech)

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