Customer Support Representative

1 day ago

Pune, India Civitas Learning, Inc. Full time

Customer Support Representative

We’re seeking a talented, self-motivated Customer Support Representative to join Civitas’ growing Pune, India office.

As a Customer Support Representative, you will provide valuable support to our customers by being the first line of contact when they need assistance.

**Responsibilities**:

- Provide Tier 1 and 2 customer support within set working hours.
- Develop a deep knowledge of the software.
- Troubleshoot software problems to identify the root cause.
- Translate software issues communicated by customers into engineering tasks (JIRAs) that can be understood and completed.
- Be involved in and contribute to customer success initiatives and process improvement.
- Engage with our product and engineering team regarding software issues.
- Maintain a product support knowledgebase.
- Assist in configuration and testing during implementations.
- Working collaboratively with local and geographically dispersed team members.
- Assist other cross-functional team members.

**Qualifications**:

- Bachelor’s degree in information systems, computer science, or a related field.
- Experience or familiarity with customer support and software development issue tracking systems like Zendesk and JIRA.
- High attention to detail and ability to stay organized.
- Ability to understand customer needs and provide thoughtful and effective solutions.
- Self driven personality who is motivated to learn the product.
- Desire to work in a continuous deployment environment.
- Have a clear and informative communication style.
- Not afraid to work in an unstructured environment and take responsibility in supporting and building great software.

Nice to haves
- Previous experience in a similar role.

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