XTGlobal - Technical Support Specialist

Tech Support Specialist

Hyderabad - WFO (Hybrid)

Full Time - 2-11 PM IST

5+ years experience.

Job Details :

We are searching for a Technical Support Specialist to join our rapidly growing team.

This role will report to the VP of Engineering and will work cross-functionally with our Product, Implementation, and Engineering Teams.

The Technical Support Engineer is responsible for world-class client engagement, application troubleshooting and ongoing relationship building with our customers.

The right candidate will bring a customer-centric approach to support and will have an opportunity to impact our customer success strategy.

Responsibilities :

- Communicate directly to end-users by fielding inbound questions and/or challenges and advise on a resolution based on thorough product knowledge

- Act as a subject matter expert of the Cohesion platform and maintain up-to-date product knowledge

- Troubleshoot features and integrations sufficiently to remediate configuration issues, define bugs and defects, and route issues to the appropriate engineering team

- Proactively identify patterns and trends in customer inquiries, reporting and escalating recurring issues to help improve the software platform

- Build ongoing trust and confidence with customers, advise them based on care, and act as their point of contact for any troubleshooting

- Maintain diligence and keep strong records and documentation of customer interactions

- Expand and refine our customer-facing self-help library of articles

- Follow Cohesion's communication best practices and guidelines for customer engagement

- Respond to inbound chat, email and phone support requests

- Maintain and produce various customer-facing reporting documents

- Ongoing product testing

- Manage and refine the complete listing of customer challenges involving the product and/or engineering teams

- Communicate to the Customer Success and adjacent teams' customer sentiment and feature feedback

- Work alongside the Product, Engineering and Implementation team to ensure our clients are getting top notch resolutions to support questions

Required Qualifications :

- 5+ years of experience in software product technical support

- Strong customer service skills

- Knowledge of SQL and/or Postman

- Ability to multitask, prioritize and manage time effectively

- Customer service experience

- Strong organization skills and attention to detail

- Proficient technical skills with the ability to quickly learn and leverage new software

- Bachelor's Degree in a related field

Desired Qualifications :

- Property or real estate experience

- Previous experience working in a startup