Customer Support Specialist

Overview

Customer Support Specialist role at project44 to take ownership of customer technical issues through to resolution, with ongoing communication to customers and third-party stakeholders.

What you'll do

• Take ownership of customer issues and see them through to resolution.
• Diagnose, troubleshoot, and identify solutions to reported problems.
• Identify potential code bugs and escalate as needed.
• Maintain prompt, ongoing, and accurate communications to customers and 3rd party stakeholders throughout the course of a reported issue.
• Participate, with assistance, in customer calls as needed.
• Gain comfort with database queries and review of data.
• Meet consistent agreed-upon performance levels and goals/metrics.
• Lead customer calls for issue resolution, education or escalation.
• Take ownership of expanding internal and external knowledge base via technical notes and customer-facing articles.
• Assist colleagues with continuing education when available.

What you'll need

• BS degree in Information Systems, Computer Science, or equivalent experience.
• Minimum 2+ yrs in customer-facing technical support, IT support or as a technical engineer.
• General understanding of software flow, execution, and development processes.
• Strong problem-solving skills.
• Excellent time management and multi-tasking skills.
• Excellent client-facing, English written and verbal skills.
• SQL intermediate.

Nice to have

• Basic understanding of API and cloud technology, including basic database knowledge and utilities for monitoring and logging API transactions.

Details

• Location: Bangalore, India.