Technical Support Specialist

Red Oak Technologies

Bengaluru

On-site

INR 400,000 - 800,000

Part time

14 days+

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Job summary

Red Oak Technologies is seeking a Technical Support Specialist in Bengaluru to enhance customer experiences through expert product knowledge. Your role involves troubleshooting and resolving issues while providing top-notch support using tools like Zendesk. Ideal candidates will have a customer-focused mindset and technical aptitude, along with the willingness to advocate for users and improve processes.

Qualifications

Track record in a similar customer-facing role or ability to empathize with customers.
Experience with using SDKs and APIs.
Ability to present professionally and assist customers.

Responsibilities

Answer and escalate support tickets via Zendesk.
Drive resolution by researching challenging tickets.
Create and update documentation as the product evolves.

Skills

Customer Advocacy

Problem Solving

Technical Presentation

Analytical Thinking

Tools

Zendesk

Intercom

Confluence

Jira

Job description

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Since 1995, Red Oak Technologies has been a trusted partner in the tech industry, delivering innovative talent solutions that drive progress. We specialize in quickly acquiring and efficiently matching top-tier professional talent with clients in immediate need of highly skilled contract, permanent or project management based resources.

Job Description

As a Technical Support Specialist, you will provide a great experience to our customers through our extensive product knowledge of Amplitude. An agent leverages their specialized knowledge and skills to research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner. People will rely on your tech expertise with analytical thinking to educate them on our product, locate and diagnose problems, and then recommend the best course of action. Our goal is to remove blockers to product adoption and drive value realization for Amplitude’s customers. The team also partners cross-functionally with Product and Engineering to advocate for our customers and ensure a high-quality experience through their lifecycle as an Amplitude customer. In addition to being a product expert, you'll have the opportunity to take on projects that will help our company scale and grow.

As a Technical Support Specialist, you will:

Answer and/or escalate all support tickets via Zendesk ticketing system
Drive resolution by digging in and escalating challenging tickets
Ensure that all tickets meet our service level agreements
Work closely with internal account team stakeholders to drive data trust in key accounts
Provide customers a great experience using Amplitude and working with our team
Create and update non-technical and technical documentation as the product evolves
Report to the company any common themes or questions that arise and driving change
Develop and improve support processes by partnering with global team members

You'll be a great addition to the team if you have:

Track record in a similar customer-facing role OR strong ability to empathize with customers and be their advocate
Experience with using SDKs and APIs
The ability to present yourself with professionalism, friendliness, and a willingness to assist
Ability to learn and explain a technical product or concept
Natural curiosity and are a problem solver
Passion about analytics and the problems they solve
Familiarity with Support tools such as Zendesk, Intercom, Confluence, and Jira

Red Oak Technologies is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people of all walks of life. See what it’s like to be at the top; connect with one of our recruiters and apply today.

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Red Oak Five (Core Values): Relationships First | Exceptional Quality and Service | Unwavering Integrity and Trust | Be Easy To Do Business With | Respect Everyone

Seniority level