Technical Support Specialist

Mediamint; Hyderabad; On-site; INR 300,000 - 540,000; Full time

Job summary

Mediamint in Hyderabad, India is seeking a Software Support Associate to provide timely client support for software questions after training, via portal, email, phone and chat. This role requires clear communication and proactive issue resolution.

You will log issues in the ticketing system, work with CRM tools such as Salesforce and Zendesk, participate in on-call rotations, and help identify recurring problems to improve service. Initial training will be provided.

Qualifications

• Minimum 2 years in tech support or call center.
• Experience handling emails, calls, and chats.
• Strong written and verbal communication and troubleshooting skills.
• Experience with Salesforce or Zendesk is a plus.

Responsibilities

• Handle inbound software support requests via portal, email, phone, and chat (Tier 1 and 2).
• Accurately document issues and resolutions in ticketing systems.
• Identify trends from tickets and report to management.
• Participate in on-call rotation for after-hours coverage.
• Create internal tickets for escalation with senior team members.

Skills

Customer service

Technical support

Ticketing systems

CRM tools

Communication skills

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.