Software Support Specialist

Mediamint; Hyderabad; On-site; INR 300,000 - 600,000; Full time

Job summary

Mediamint in Hyderabad, India, is seeking a Software Support Associate to provide timely help for our clients. After training you will handle inbound software queries via portals, email, phone and chat, and document issues and resolutions in the ticketing system.

The role covers Tier 1 and 2 support, outbound communications about file or system failures, and collaborating with engineering to create tickets when escalation is needed.

Qualifications

• Experience handling multiple support channels (portal, email, phone and chat).
• Strong written and verbal communication, problem-solving and technical troubleshooting skills.
• Familiarity with ticketing/CRM tools such as Salesforce and Zendesk.

Responsibilities

• Handle inbound software support requests via portal, email, phone, and chat (Tier 1 and 2).
• Promptly respond to client requests and document issues and resolutions in the ticketing system.
• Identify trends for management attention based on ticket patterns and client feedback.
• Achieve departmental KPIs and individual performance goals.
• Escalate issues by creating internal tickets after review with senior team members.
• Participate in on-call support rotation for after-hours coverage.

Skills

Effective communication

Problem-solving

Technical troubleshooting

Ticketing/CRM experience

Call center support

Tools

Salesforce

Zendesk

Job description

Must be comfortable to work in night shift

Looking for immediate joiners

Team Summary

Scope of the role As a Software Support Associate, you provide accurate and timely support to our clients. Upon completing training successfully, you will provide support by addressing inbound software queries through various portals, email, telephone, and chat channels. Your responsibilities include promptly responding to clients' requests, accurately documenting issues and resolutions, and proactively identifying trends for management attention.

Position Summary -

• Upon successfully completing training, demonstrate competency in supporting internal and external software components to achieve positive outcomes.
• Handle inbound software support requests via multiple means (portal, email, telephone, and chat) TIER 1 AND 2 SUPPORT.
• Send outbound communications to clients regarding file or communication failures.
• Accurately record customers' issue(s) and actions taken (internal & external) using ticketing software.
• Achieve all departmental KPIs and individual performance goals.
• Alert management of trends based on ticket patterns and client feedback.
• Participate in on-call support rotation for after-hours coverage.
• Create internal engineering tickets if needed as part of the issue resolution process following review with more senior team members

Must Haves

• Minimum 2 years of computer/technical/call center customer service experience.
• Experience handling emails, calls, and chats.
• Excellent communication (written and verbal), interpersonal and problem-solving skills.
• Strong understanding of technical troubleshooting identifying, diagnosing, and resolving software/application issues.
• Prior experience with Ticketing and CRM tools like Salesforce, Zendesk, etc.

Nice to Haves

• Knowledge on EDI.
• AS2, API, SFTP, FTP communication protocols.
• Experienced in troubleshooting technical issues related to API usage, including connectivity, authentication, data consistency, and performance.