Product Support Specialist

5 days ago


Hyderabad, Telangana, India HighRadius Full time

We are seeking a highly skilled Product Support Specialist to join our team at HighRadius, a leading provider of cloud-based Autonomous Software for the Office of the CFO.

About Us:

HighRadius has transformed critical financial processes for over 800+ leading companies worldwide. We have earned recognition in Gartner's Magic Quadrant and a prestigious spot in Forbes Cloud 100 List for three consecutive years.

We offer a competitive salary of $110,000 per year, as well as a fun-filled work culture, equal employment opportunities, and the chance to build with a pre-IPO Global SaaS Centaur.

Job Summary:

The Product Support Specialist will play a crucial role in providing support to our high-end, robust, and scalable SaaS products. This position requires strong analytical and problem-solving skills, excellent communication skills, and the ability to work in a fast-paced environment.

Key Responsibilities:

  • Provide product support to users of the Highradius applications.
  • Own customer reported issues and drive them to resolution meeting the SLAs.
  • Partner with internal and external stakeholders to provide a delightful customer experience.
  • Supports and contributes to the growth of best practices for delivery of HighRadius Support services.
  • Understand HighRadius application troubleshooting practices to ensure successful resolution of the issues.
  • Have the will to learn and understand our products and their features to support and educate clients.
  • Follow the Quality and Process compliance to do the right thing for customers and the organization.
  • Dynamically prioritize tickets and multi-task when needed.
  • To be a team player who can work in rotational shifts.
  • To empathize with client situations and provide quick resolutions or workarounds.
  • Have a collaborative approach to clearly communicate issues and resolutions with the 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.
  • A technology-centric background.
  • Strong logical, analytical and problem solving skills.
  • Excellent communication skills.
  • Can work in a fast paced, ever changing, start-up environment.
  • Proficiency in running SQL queries is a plus.
  • Scripting knowledge is a plus.


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