Client Operations and Product Support Specialist

Summary

Join DiligenceVault, a leading technology platform, as a Client Operations & Product Support Specialist. You will bridge the gap between clients, internal teams, and the product, combining technical expertise and client support. Key responsibilities include resolving client issues, assisting with integrations, troubleshooting technical concerns, managing support tickets, gathering feedback, and staying informed about industry trends. This role requires at least 3 years of experience in client services or product support within a technology company, experience with international clients, strong communication skills, and proficiency in troubleshooting API integrations and third-party tools. The position mandates working in the EST time zone. DiligenceVault offers a dynamic work environment and the opportunity to contribute to a growing company.

Requirements

• Minimum of 3 years of hands-on experience in Client Services, Client Engagement or Product Support within a technology product company
• Experience working with clients located outside of India is essential
• Strong client-interaction and communication skills, with the ability to react promptly to client issues and provide effective solutions
• Proficiency in troubleshooting API integrations, SSO (SAML), and third-party tools, including Office plugins
• Proactive, independent, and creative problem-solving skills
• Experience working in a global team environment, with a proven ability to collaborate across different time zones and cultures
• Ability to work in the EST time zone

Responsibilities

• Act as the go-to resource for internal teams, addressing product-related queries and issues
• Assist with third-party integrations, including Office plugins and SSO (SAML), ensuring smooth setup and troubleshooting
• Help troubleshoot and resolve API and other technical concerns, reproducing issues when necessary for effective debugging
• Manage and prioritize support tickets to ensure timely resolution and effective follow-up with clients
• Maintain open lines of communication with clients to understand their needs, gather feedback, and address any pain points
• Gather and analyze product feedback from client surveys, user interviews, and support tickets to inform product improvements
• Stay informed about industry trends, competitor offerings, and emerging technologies to guide product evolution

Preferred Qualifications

• Hands-on experience with databases (MS SQL Server) is a strong advantage
• Experience using Postman for API testing and troubleshooting is a strong advantage