Technical Product Support Specialist
2 weeks ago
HighRadius is a renowned cloud-based software company specializing in Autonomous Systems for the Office of the CFO. With a global presence spanning multiple locations, we offer cutting-edge solutions for order-to-cash, treasury, and record-to-report processes.
Job SummaryWe are seeking a highly skilled Technical Product Support Specialist to join our team. As a key member of our support team, you will be responsible for providing top-notch support to our customers, driving issues to resolution, and delivering exceptional customer experiences.
Key Responsibilities:- Provide product support to users of our HighRadius applications
- Own customer-reported issues and drive them to resolution meeting service level agreements (SLAs)
- Partner with internal and external stakeholders to provide a delightful customer experience
- Support and contribute to the growth of best practices for delivery of HighRadius Support services
- Understand HighRadius application troubleshooting practices to ensure successful resolution of issues
- Have the will to learn and understand our products and their features to support and educate clients
- Follow quality and process compliance to do the right thing for customers and the organization
- Dynamically prioritize tickets and multi-task when needed
- Be a team player who can work in rotational shifts
- Empathize with client situations and provide quick resolutions or workarounds
- Have a collaborative approach to clearly communicate issues and resolutions with internal teams and customers
- 2 to 5 years of experience in Application Support preferably a SaaS application
- Familiarity with tools & practices of the trade such as case management, knowledge base, defect & escalation management
- Technology-centric background
- Strong logical, analytical and problem-solving skills
- Excellent communication skills
- Ability to work in a fast-paced, ever-changing start-up environment
- Proficiency in running SQL queries is a plus
- Scripting knowledge is a plus
Competitive salary, fun-filled work culture, and the opportunity to build with a pre-IPO global SaaS company.
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