Technical Support Specialist
1 month ago
About Whatfix
Whatfix is a leading Digital Adoption Platform (DAP) that empowers users to achieve successful experiences with technology. With a global presence and a strong track record of innovation, Whatfix is backed by top investors and has been recognized as a 'Global Market Leader' in the digital adoption space.
Job Summary
We are seeking a Technical Support Specialist to join our fast-growing Customer Support team. As a Technical Support Specialist, you will work closely with Whatfix customers to identify, resolve, and prevent product issues while using our platform.
Key Responsibilities
- Provide L1/L2 technical enablement to Whatfix customers/partners for any product issues
- Ensure that customer issues are managed within target Service Level Agreements (SLA) and all incoming technical and product inquiries are responded to in a timely, professional, and effective manner
- Participate in solution development and publications for the Whatfix knowledge base resources
- Report common user issues, suggest product improvements, and convey important product feedback
- Formulate action plans (technical and operational) for analyzing and resolving reported product issues
- Stay updated on all product features - current, new, and in the pipeline
Requirements
- 2-6 years of Technical & Customer-Facing experience, preferably in a System Engineer, Technical Support, or Product Support role
- Thorough knowledge of Javascript, CSS, and HTML
- Excellent communication and interpersonal skills, with the confidence to work directly with senior executives from large enterprise companies
- Flexible to align with customers from the North American (9 PM to 6 AM), European (1 to 10 PM), or A&Z (6 AM to 3 PM) time zones, on a rotational basis
Perks & Benefits (India)
- Best-in-class medical insurance coverage
- Free lunch & dinner buffet
- Doorstep cab drop facility
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