Support Specialist I

Qualifacts; Vadodara; On-site; INR 4,50,000 - 6,75,000; Full time

Job summary

A leading technology firm in Vadodara is looking for a Support Specialist I to provide technical support and outstanding customer service. The ideal candidate will need strong communication skills and experience in software customer service or a behavioral health agency. Responsibilities include resolving technical issues and ensuring customer satisfaction. This role requires collaboration and the ability to effectively communicate with customers and team members, fostering a positive work environment.

Qualifications

• Must have at least 1 year of related experience in software customer service or behavioral health agency.
• Experience in troubleshooting and optimizing software performance.
• Strong verbal, listening, and written communication skills are essential.

Responsibilities

• Provide technical support through cases, live chat, and phone support.
• Respond to customer inquiries in a timely and accurate manner.
• Maintain positive interactions while managing customer issues.

Skills

Technical support

Customer service

Communication skills

Problem-solving

Collaborative teamwork

Education

Bachelor's degree or High School diploma

Job description

Job Description

Support Specialist I

Responsibilities

• Knowledge/Application
• Developing Knowledge; Appropriately makes decisions after receiving some assistance from manager, supervisor, and senior staff and seeks guidance on what to escape; Meets Ticket Productivity goals and adherence to SLA/SLO requirements; Resolve low to moderate complexity/priority requests with consistent quality. Clarifies and understands customer business needs and works with manager, supervisor, and senior staff to formulate accurate resolutions to address customer needs.
• Breakdown of tasks per type (nomenclature dependent on ticketing solution)
• Low complexity/priority tasks: 50%
• Moderate complexity/priority tasks: 50%
• Duties/Responsibilities:
• Provide technical support to Customers by researching and answering questions; troubleshooting problems; and optimizing software performance through Cases, Live Chat, and Phone Support.
• Provide outstanding customer Service, including timely, concise, and accurate responses, and proactive Customer Issue management, while handling all Customer requests in a professional, positive, and dignified manner
• Resolve low to moderate complexity/priority requests with consistent quality
• Effectively communicates (Verbal, Listening, and Written) with team, leadership, and customers
• Maintains a collaborative presence within the team and engages others with critical thinking and positivity.
• Building a reputation of dependability by upholding commitments.

Minimum Degree/Years of Experience

• Bachelor's degree; High School diploma
• Software customer service or behavioral health agency experience
• 1 year of related experience.

Qualifacts is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.