Technical Support Specialist

2 weeks ago


Hyderabad, Telangana, India Zelis Full time

At Zelis, we're seeking a skilled Technical Support Specialist to join our team. This role requires a strong background in client support and a passion for delivering exceptional service.

About the Role

This is a full-time position with an estimated salary of $80,000 - $110,000 per year, depending on experience and location. Our ideal candidate will have 2-3 years of experience in client support, preferably in a SAAS model web application support environment.

Key Responsibilities
  • Work closely with cross-functional teams to identify and resolve customer issues, prioritize related requests, and provide timely status updates.
  • Manage a workload of defects for multiple clients, ensuring timely communication and regular status calls.
  • Serve as a Major Incident Lead (MIL) during production-level incidents, leading the response and resolution efforts.
  • Prepare and deliver monthly reports to clients on Service Level Agreements (SLAs), highlighting key performance indicators and areas for improvement.
  • Research and respond to client inquiries in a timely, thorough, and accurate manner, escalating issues as necessary with detailed documentation.
  • Analyze defect trends and provide reporting insights based on data, identifying opportunities for process improvements.
  • Stay up-to-date with evolving technologies and applications, maintaining and enhancing technical skills to meet the needs of our clients.
Requirements
  • Strong written and verbal communication skills, with ability to present technical information to non-technical stakeholders.
  • Excellent time management and organizational skills, with attention to detail and ability to work independently.
  • Experience with defect trend analysis, reporting metrics, and using spreadsheet/database tools to create reports.
  • Familiarity with technologies such as Github, JIRA, Datadog, SQL querying, Solr search platform, Chatops, and Chrome DevTools.
  • Bachelor's degree from a four-year college or university in a related field, or equivalent experience and success in a similar role.
About Us

Zelis is a [briefly describe your company]. We offer a dynamic work environment, competitive compensation packages, and opportunities for growth and development.



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