Customer Support Specialist

Customer Support Specialist, Global Customer Support – Bengaluru, India
Radancy's success is built on the success of our customers, and we're looking for dedicated, customer-focused Customer Support Specialists to join our Global Customer Support Team, with a focus on our Hiring Events platform. In this role, you'll provide expert support across multiple Radancy solutions, serving as a key partner to customers navigating their day-to-day usage of our platform. We're looking for a strong communicator and problem-solver who excels at building relationships, resolving customer inquiries, and ensuring a seamless event experience. Our Customer Support Specialists take a proactive, consultative approach—collaborating with clients and internal teams to provide guidance, answer questions, and deliver exceptional support in a dynamic environment.

What does a great Customer Support Specialist do?

• Develop deep product, technical, and functional knowledge of Radancy's Talent Acquisition Cloud and its features to deliver exceptional support to customers and users.
• Assist Radancy customers and users by offering expert guidance on both the functional and technical aspects of our suite of products, troubleshooting issues, and providing timely solutions.
• Work directly with customers and users, ensure timely response and resolution time, meeting or beating our SLA's; confirm accuracy on all work prior to closing tickets.
• Set up and maintain users, user profiles, workflow rules, and application settings.
• Work closely with development teams to identify, report, and resolve product issues and submit customer enhancement requests.
• Adhere to established escalation protocols for complex or high-priority issues, ensuring timely resolution by coordinating with senior support staff or technical teams as needed.
• Provide standard training and hands-on support to end users.
• Ensure all customer issues and interactions are logged accurately and comprehensively in the ticketing system, keeping track of progress, resolutions, and follow-up actions.
• Support a wide range of customers across various industries, with a focus on consistency, responsiveness, and knowledge sharing.

Requirements for consideration

• Bachelor's Degree in Communications, Computer Science, Business or equivalent work experience.
• Fluency in English (both spoken and written) is required to effectively collaborate with global teams and support customers.
• Excellent communication (oral and written), interpersonal, organizational, and presentation skills.
• 0-2 years customer or technical support experience.
• Ability to work independently to determine best approach and action for customer outcomes.
• Ability to plan, organize, prioritize and solve problems, seeking help when necessary.
• Excellent communication (oral and written), interpersonal, organizational, and presentation skills.
• Accountability and a sense of urgency.
• Support a wide range of customers across various industries, with a focus on consistency, responsiveness, and knowledge sharing.
• Experience with JIRA, Zendesk, understanding of HTML, CSS, JavaScript as well as XML and APIs are all a plus.
• Knowledge of software development methodologies (Scrum, Agile, Waterfall, etc.) a plus.

Company Values: At Radancy, we are dedicated to the core values that guide our work and culture:

• Innovative Spirit Innovation leads the way. We have a rich history of developing and delivering what's new and next while valuing every voice on our team. Together, we're shaping the future and leading the industry forward.
• Rewarding Impact Work that matters. We strengthen organizations with transformative software that connects people around the world to meaningful careers. This work makes a difference in people's lives and inspires our team to advance technology with purpose.
• Performance Driven Success drives results. We use data and insights to inform strategy and maximize performance for our customers, all backed by our global teams committed to exceeding expectations with unmatched expertise and support.
• Supportive Teams Collaboration is our backbone. We foster an environment that inspires our team members to deliver industry-defining technology. We empower our teams to learn from each other, grow their skills and create positive change in their work and communities.

Radancy is an equal opportunity employer and welcomes all qualified applicants regardless of race, ethnicity, religion, gender, gender identity, sexual orientation, disability status, protected veteran status, or any other characteristic protected by law. We actively work to create an inclusive environment where all of our employees can thrive. If you require any accommodations during the application process, please reach out to us at , and we will work with you to meet your needs.