Production Support Specialist

3 weeks ago

Pune India Aumni Full time

Job Description Job Summary We are eagerly seeking a new Technical Support Specialist to join our growing team. In this role, you will work directly with our clients to provide technical and troubleshooting support on the usage of our award-winning event management software products with an emphasis on exceptional client service and teamwork. You will be empowered to make decisions to maintain and directly impact exceptional relationships with clients. If you have a passion for helping others, learning and growing, you'll love working with us Responsibilities - Provide customer-facing technical support exclusively via email or ticketing system - Troubleshoot product or IT-related issues, often collaborating with engineering or product teams - Query support and CRM systems using SQL to generate reports or investigate case data - Draft and maintain support documentation in Word; compile and analyze support metrics in Excel - Help refine ticketing workflows and contribute to process improvement - Manage vendor relationships, asset tracking, and coordinate device procurement/repair Requirement - 35 years in a support-oriented technical role (ideally email-based help desk or SaaS support) - Familiarity with SQL for retrieving and manipulating structured data - Proficiency in Microsoft Word and Excel for reporting, formatting, and documentation - Strong written communication skills and ability to explain technical issues clearly - Experience using ticketing tools (e.g., ServiceNow, Zendesk) - Bonus: experience with macOS/Windows support environments About Aumni Techworks Aumni Techworks, established in 2016, is a Software Services Company that partners with Product companies to build and manage their dedicated teams in India. So, while you are working for a services company, you are working within a product team and growing with them. We do not take projects, and we have long term (open ended) contracts with our clients. When our clients sign up with us, they are looking at a multi-year relationship. For e.g. Some of the clients we signed up 8 or 6 years, are still with us. We do not move people across client teams and there is no concept of bench. At Aumni, we believe in quality work, and we truly believe that Indian talent is at par with someone in NY, London or Germany. 300+ and growing. Benefits Of Working At Aumni Techworks - Our award-winning culture reminds us of our engineering days. - Medical insurance (including Parents), Life and Disability insurance - 24 leaves + 10 public holidays + leaves for Hospitalization, maternity, paternity and bereavement. - On site Gym, TT, Carrom, Foosball and Pool table - Hybrid work culture - Fitness group / rewards - Friday Socials, Annual parties, treks.

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