Client Support Specialist

2 days ago

Hyderabad, Telangana, India Zelis Full time
About the Role

Zelis is seeking a highly skilled Client Support Specialist to join our team. This individual will play a critical role in ensuring seamless customer experiences by providing top-notch technical support and collaborating with cross-functional teams.

Key Responsibilities
  • Work closely with Product, Data, and Engineering teams to identify and implement fixes for customer issues, prioritizing related requests.
  • Leverage expertise to empower partners in overcoming technical hurdles while expanding their use of Sapphire Digital's platforms.
  • Manage a workload of defects for multiple clients, providing timely status updates via written communication and hosting weekly client status calls.
  • Serve as a Major Incident Lead (MIL) during production-level incidents impacting clients.
  • Deliver monthly reports to clients on Service Level Agreements (SLA).
  • Conduct thorough research and respond to client inquiries in a timely and accurate manner.
  • Escalate issues as necessary with detailed documentation.
  • Provide insights into reported defects and incidents, highlighting trends and areas for improvement.
  • Maintain and continuously evolve technical skills and knowledge to meet the evolving needs of the platform.
Requirements
  • 2-3 years of experience in a Client Support role related to SAAS model web application support, providing L1/L2 support for investigating and troubleshooting application defects.
  • Previous experience and competency as a Major Incident Lead, managing outages or incidents impacting performance of production-level environments with external client resources.
  • Availability to participate in an on-call rotation for off-hours support of Critical/High defects or incidents.
  • Excellent written and verbal communication skills, with the ability to present technical analysis to non-technical client resources.
  • Able to establish and maintain relationships with clients and internal teams, staying current with client environments and needs.
  • Strong time management skills and organizational abilities, with attention to detail and ability to manage work independently.
  • Experience in defect trend analysis and reporting metrics based on support tickets, with proficiency in spreadsheet/database tools.
  • 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 relevant experience and success in a similar role through previous work.
Compensation and Benefits

The estimated salary range for this position is $65,000 - $85,000 per annum, commensurate with experience. Additionally, Zelis offers a comprehensive benefits package, including health insurance, retirement plan matching, and paid time off.

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