Remote Technical Support Specialist

Summary

Join Experience.com as a Technical / Product / Application / Customer Support Specialist. Provide top-notch customer support, resolve queries, and facilitate product feedback sessions. Requires a Bachelor's Degree and 1+ years of customer service experience. Remote work or Chennai base location with US shift schedule.

Requirements

• Bachelor’s Degree required
• 1+ years of experience in customer service, client operations, or directly related experience

Responsibilities

• Respond to and resolve customer queries through all support channels (including email, chat, phone)
• Drive timely incident resolutions while collaborating with a local team of specialists and a global team of product and engineering professionals
• Own the front-line technical support process, triaging cases and classifying them by their objective priority and customer-specific severity
• Provide support and relationship management to customers by answering product questions, reviewing client issues, delivering end-user support and training, and conduct systems troubleshooting
• Facilitate product feedback sessions with clients by prescribing an immediate solution to the core business problem, including workarounds if needed, while also serving as a channel to the product team for issues

Preferred Qualifications

• Prior experience or familiarity with a support case or ticketing system, such as Salesforce Service Cloud
• Prior experience of using and testing APIs, as well as providing customer support on integrations
• Basic knowledge of HTML, CSS, and JavaScript experience using browser developer tools to diagnose issues and conduct investigations with a client’s configuration and implementation of our solutions

Benefits

• Working within a software-as-a-service (SaaS) environment is a plus
• Knowledge of SQL and relational databases in general is a plus