Senior Technical Support Consultant-Marketplace

2 days ago

Noida, Uttar Pradesh, India DIN Engineering Services (DIN) Full time ₹ 40,00,000 - ₹ 80,00,000 per year

We are seeking a Senior Technical Support Consultant to join our Marketplace support team. This role focuses on handling customer email support, analysing marketplace data, and providing actionable insights through dashboards and reports. The ideal candidate combines strong technical support experience with analytical skills and expertise in data visualisation tools such as Power BI.

Key Responsibilities:

  • Manage and resolve email-based support queries from Marketplace customers in a timely and professional manner.
  • Analyse transactional and operational data to identify trends, opportunities, and areas for improvement.
  • Design, maintain, and optimise dashboards and reports in Power BI for internal teams and leadership.
  • Translate data insights into clear, actionable recommendations to improve customer experience and operational efficiency.
  • Collaborate with cross-functional teams (Product, Engineering, Sales) to troubleshoot and escalate complex issues.
  • Ensure adherence to support processes, SLAs, and quality standards.
  • Provide mentorship and guidance to junior team members on technical and analytical tasks.

Preferred Skills & Experience:

  • Bachelor's degree in computer science, IT, data analytics, or a related field.
  • Proven experience in technical support, preferably in marketplace, e-commerce, or SaaS environments.
  • Strong analytical and problem-solving skills; ability to interpret complex data and provide insights.
  • Proficiency in Power BI for dashboards and reporting.
  • Experience with Excel, SQL, or other data analysis tools is highly desirable.
  • Excellent communication skills ability to convey technical information clearly to non-technical stakeholders.
  • Strong organisational skills, with the ability to manage multiple tasks and priorities.

Preferred Qualifications:

  • Experience in customer support email management tools and CRMs.
  • Experience in managing complex or escalated customer issues and providing effective resolutions.
  • Familiarity with scripting or automation tools for data handling.

Why Join Us:

  • Be part of a dynamic Marketplace support team focused on delivering exceptional customer experiences.
  • Opportunity to work with data-driven insights to influence operational strategies.
  • Exposure to cross-functional projects and advanced data visualisation techniques.

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