Technical Product Support Specialist

2 weeks ago


Hyderabad, Telangana, India HighRadius Full time
About HighRadius

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 Summary

We 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
Skill & Experience Needed:
  • 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
What You'll Get:

Competitive salary, fun-filled work culture, and the opportunity to build with a pre-IPO global SaaS company.



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