Software Support Specialist

21 hours ago

Vadodara, Gujarat, India Employee Relations Associates Technology Private L Imited Full time

Job Description Client Support Specialist ( Rotational Night Shift )

Location: Keval Corporate Park, Chhani Road, Opp. Vadodara, Gujarat – 390024

What You Will Be Doing

  • Act as the first point of contact for clients, ensuring first call resolution by troubleshooting and resolving issues effectively.
  • Listen carefully to client concerns, educate them on solutions, and prevent recurring issues by reviewing their accounts and providing guidance.
  • Deliver engaging, responsive, and timely support via phone and email to consumer clients, sales teams, and internal stakeholders.
  • Maintain ownership of client issues through to resolution, even when coordinating with other teams.
  • Collaborate with sales to resolve consumer issues, playing an active role in client retention.
  • Build and maintain a strong knowledge of Autotrader products and services, along with organizational processes, policies, and systems.
  • Adapt to changing responsibilities and contribute to special projects or assignments to support team and company objectives.

What We're Looking For

  • 1–3 years of experience in a technical or client support function (SaaS environment preferred).
  • Familiarity with helpdesk ticketing systems (ZenDesk experience a plus).
  • Strong problem-solving skills with the ability to troubleshoot quickly and effectively.
  • Excellent communication skills – verbal, written, email, and phone.
  • Ability to collaborate across departments including Development, Product Management, and Customer Onboarding.
  • High energy, enthusiasm, initiative, and a professional approach.
  • Strong organizational and planning skills; self-motivated with a willingness to learn.
  • Proficiency in Excel fundamentals (preferred).
  • Knowledge of Accounting & Audit is a plus.
  • Bachelor's degree or equivalent combination of education and experience.
  • Comfortable working in Pacific Time Zone schedules.

What We Offer

  • Transportation allowance
  • Canteen subsidy
  • Night shift allowance (as per process)
  • Schedule attendance bonus
  • Health insurance
  • Tuition reimbursement
  • Incentive components (campaign-wise)
  • Work-life balance initiatives
  • Rewards & recognition programs
  • Internal career growth through IJP (Internal Job Postings)

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