Technical Support Specialist

About ReputationReputation has changed the way companies improve their customer experience through feedback. Based in Silicon Valley and founded in 2013, Reputation is the only platform that empowers companies to fulfill their brand promise by measuring, managing, and scaling their reputation performance in real-time, everywhere. Functioning as a business' eyes and ears in the spaces where customers talk, post, review, and recommend, Reputation AI-powered product stack analyzes vast amounts of public and private feedback data to uncover predictive insights for companies to act on, and improve their online reputations. Visit to learn more.Reputation continues to earn recognition as a trusted leader in both innovation and partnership. Most recently, the company was named an Inc. Power Partner, a distinction awarded to B2B organizations with a proven track record of helping clients thrive. Reputation was also officially Certified as a Great Place to Work, reflecting its commitment to cultivating a world-class culture that fuels long-term success for employees and customers alike.Why Work at Reputation?Reputation has achieved substantial annual recurring revenue from Global Fortune 1000 companies and continues to grow worldwide.We've secured significant funding from A-list venture capital firms such as Bessemer Venture Partner and Kleiner Perkins, including a major equity financing from Marlin Equity Partners in January 2022. Reputation is trusted by more than 250 partners, including Google, Meta, Yelp, Apple Business Connect, Healthgrades and Entrata.The platform is used by major automotive OEMs and thousands of their new vehicle dealerships. Additionally hundreds of healthcare systems and their locations, along with top property management firms have integrated Reputation within their organizations.Our executive management team is committed to building a performance-based culture where excellence is rewarded and careers are developed.Who thrives at Reputation? Managers who embody a player-coach mentality. Employees who value teamwork and cross-functional collaboration. People who emphasize perseverance and hustle over quick wins and luck.Our Mission: Help businesses always know what their customers are saying about them and always act on that feedback.Responsibilities:Serve as the frontline contact for customer issues via phone, email, and chat.Troubleshoot and resolve routine issues using internal documentation and guidance.Triage and escalate more complex problems to Tier II with detailed case notes.Maintain accurate records in Salesforce and follow established workflows.Educate customers on platform features and best practices.Contribute to support knowledge base content and improvements.Collaborate with peers to share knowledge and enhance the customer experience.Qualifications:0–1 year technical support, customer support, or SaaS experience.​Any Graduation Degree in B.Tech/Bcom/BBA or equivalent experience MandatoryAbility to work a hybrid work schedule: 2 days in office on Tuesday and Wednesday (subject to change)Strong verbal and written communication skills.Familiarity with Salesforce or similar CRM tools is a plus.Basic Excel knowledge and comfort with technical documentation.Familiarity with social media or online reputation tools is a plus.Detail-oriented and focused on resolving customer pain points quickly.Empathetic and able to translate technical information into everyday language.Thrives in high-volume, fast-moving environments.Highly collaborative, eager to learn, and always looking for ways to improve the customer experience.Flexible, adaptable, and willing to take initiative.When you join Reputation, you can expect:Flexible working arrangements.Career growth with paid training tuition opportunities.  Active Employee Resource Groups (ERGs) to engage with. An equitable work environment. We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status. At Reputation, we're committed to building a workforce that reflects a broad range of backgrounds, experiences, and perspectives. We believe that diversity strengthens our team, drives innovation, and helps us better serve our customers and communities. Through inclusive hiring practices and ongoing initiatives, we strive to create a workplace where everyone feels valued and empowered to contribute.Additionally, we offer a variety of benefits and perks, such as:Health Insurance & Wellness Benefits: Group Health Insurance: Medical Insurance with floater policy of up to 10,00,000 for employee + spouse + 2 dependent children + 2 parents / parent-in-lawsMaternity Benefits: Medical insurance up to 75,000 INR, 26 weeks of leave for birth, adoption or surrogacyLife Insurance: Insurance at 3x annual cost to the company (Term Insurance, GPA)Accident/Disability Insurance: Insured at 3x base salary for permanent total disability, permanent partial disability and temporary total disability (GPA)OPD: of 7500 per annum per employeeLeaves10 Company observed holidays a year (Refer to the Holiday Calendar for the Year)12 Casual/Sick leaves (Pro-rata calculated)2 Earned Leaves per Month (Pro-rata calculated)4 Employee Recharge days (aka company holiday/office closed) Maternity & Paternity (6 months)Bereavement Leave (10 Days)Car Lease:Reputation is offering a Car Lease Program that allows employees to lease a car with no upfront cost or down payment. They benefit from a fixed monthly lease rental and 20-30% tax savings.We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.To learn more about how we handle the personal data of applicants, visit our Candidate Privacy Notice.Applicants only - No 3rd party agency candidates.