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Application Support Specialist

1 month ago

Gurugram, India BigStep Technologies Full time

Application Support Specialist

Location: Remote (Global)

Work timings: 4.30 PM-1.30 AM ( IST)

About the Role

BigStep is seeking a proactive, analytical, and customer-centric Application Support Specialist with 3+ years of experience to join our growing global support team. In this role, you will work primarily via email to triage and resolve both internal and external support tickets, helping our users navigate technical solutions with clarity and confidence.

This is a highly independent role ideal for someone who thrives on ownership, problem-solving, and delivering outstanding customer experiences while demonstrating adaptability in a fast-paced environment.

Key Responsibilities

- Manage and resolve support tickets, ensuring alignment with SLA requirements: First response within 4 hours, Completion of one-touch tickets within 2 business days
- Provide Level 1 triage support, including interpreting technical data and simplifying complex information for customers.
- Analyze customer issues to understand their impact and advise on effective use of the software to solve problems.
- Review existing product configurations to identify issues and suggest improvements for the customer experience.
- Actively communicate with internal stakeholders and customers (primarily ICs and mid-management) via email, Slack, Jira, and Salesforce.
- Collaborate with product and engineering teams by documenting and escalating bugs, insights, and customer feedback appropriately.
- Balance multiple support requests while maintaining attention to detail and delivering high-quality responses.
- Support data-driven decisions using Looker and other internal tools.
- Contribute to continuous improvements in processes and customer experience.

Must-Have Qualifications

- Independent self-starter with strong ownership, initiative, team collaboration, and urgency.
- Strong written and verbal communication skills in English.
- Customer-centric mindset with active listening skills and a genuine desire to solve customer problems.
- Ability to translate customer-described problems into the underlying business impact and suggest practical product solutions.
- Ability to quickly learn new technologies, understand SaaS products, and support mobile and desktop applications.
- Careful and methodical approach to handling support issues and documenting solutions.
- Confidence in evaluating situations and making sound support decisions independently.
-

- Understanding when and how to escalate issues appropriately.