Senior Associate, Technical Support

Overview

Senior Associate, Technical Support on the team that provides technical support for a business intelligence tool, serving clients across the US, India, Pakistan and the Philippines.

What you'll do

• Resolve client concerns and requests efficiently, accurately and professionally, ensuring excellent customer service and client satisfaction.
• Handle expert-level client issues independently and act as a subject matter expert on technical matters within the team.
• Assist and train non-technical client support teams and other departments as needed; contribute to new hire onboarding.
• Participate in internal projects and process improvements, providing feedback and generating ideas with LEAN and automation in mind.
• Train new hires on products, tools and processes; provide feedback to management for enhanced onboarding.
• Maintain advanced understanding of supported products, including technical bugs and customer usage requirements.

What you'll need

• 2 to 4 years of experience in a customer-facing technical support role for MI or CIQ products.
• Excellent written and verbal English communication skills; ability to communicate via phone and email.
• Strong technical skills and understanding of Windows platforms, internal platforms, CRM, and various logging systems.
• Strong customer service orientation and ability to influence client satisfaction.
• Ability to communicate technical concepts to non-technical audiences.
• Organized, with ability to collect, analyze and summarize data for technical documentation.
• Solid understanding and working knowledge of MS Office (Word, Excel, PowerPoint).

Nice to have

• Experience in running network captures and product error logs.
• Appetite for continuous learning and process improvement.
• Ability to provide feedback and contribute to team development.

Details

• Location: Hyderabad, Telangana, India.