Technical Support Specialist

Summary

Join Degreed's Client Experience team as a Technical Support Specialist! Based in India, you'll provide technical support to clients and end-users, resolving issues efficiently via phone, email, and chat. You'll need 1-3 years of experience in technical support, excellent communication skills, and the ability to quickly learn new software. This role involves troubleshooting web issues, SaaS applications, and API interfaces. You'll track and document issues, escalate complex cases, and contribute to the Knowledge Centre. The position requires working nights (9 pm-6 am IST) to cover the US Pacific Timezone and may include weekend work.

Requirements

• 1-3 years of experience in technical customer service/technical support or help desk support
• Professional fluency in English including speaking, listening, reading, and writing skills
• Proven ability to learn new software quickly for the purpose of supporting end users
• Effective use of listening skills to develop an understanding of client inquiries and problems
• Strong written and verbal communication skills with the ability to translate technical concepts to a non-technical audience. You inspire confidence while leading clients through steps to resolve issues and defuse situations where clients may be frustrated
• Excellent analytical and problem-solving skills combined with the ability to provide quick resolution to problems
• Able to work independently, within a team, and cross-functionally to best support the client and/or improve the product
• Experience with web troubleshooting (i.e., capturing network traces, extracting a .HAR file)
• Experience with SaaS applications and platforms
• Basic knowledge of API interfaces, SSO, and FTP troubleshooting
• Experience with ticket management systems and call tracking applications

Responsibilities

• Provide technical support to Degreed clients via phone, email, and/or chat platforms; work with end-users to diagnose and resolve routine technical software issues quickly and efficiently
• Track and document all technical issues and the steps taken to resolve the issue, including writing articles in the Knowledge Centre; escalate cases to upper-tier engineers or other CX resources when appropriate
• Support client questions and issues by gathering data about the problem they are experiencing, analysing their needs, then research possible resolutions before implementing the best solution to meet the specific situation
• Stay current with product updates, system changes, and customer support team procedures and best practices
• Assisting in the onboarding of new team members
• The ability to work weekends
• Ability to work a night-shift pattern, 9pm-6am IST, to address US Pacific Timezone coverage

Preferred Qualifications

• Growth Mindset : We encourage continuous learning and development for our employees to grow their careers in line with their unique skills and goals
• Collaboration : We believe the best ideas come from teams working together, and we foster open communication and teamwork

Benefits

Degreed offers a range of work arrangements depending on the role. Some positions are fully remote, while others are hybrid if you’re near an office