Technical Support Specialist

Haptik, Inc.; Mumbai; On-site; INR 600,000 - 1,000,000; Full time

Job summary

A leading conversational AI company in Mumbai seeks a passionate Technical Support Specialist. You will troubleshoot chatbot functionality and provide exceptional customer service, fostering strong relationships and enhancing customer experiences. The ideal candidate has a technical background, excellent communication skills, and a commitment to continuous learning. If you're excited about driving innovation in the chatbot industry, apply now to join the team!

Qualifications

• Proven experience in a technical support role with a strong emphasis on troubleshooting.
• Excellent communication skills, both written and verbal.
• Ability to work independently and as part of a team.

Responsibilities

• Diagnose and resolve technical issues related to chatbot functionality.
• Communicate clearly with customers and convey technical concepts simply.
• Maintain documentation and enhance customer satisfaction.

Skills

Troubleshooting

Customer service

Communication skills

Problem-solving

API tools

Ticketing systems

Education

Bachelor's degree in Computer Science or related field

Tools

Postman

Zoho

Freshdesk

Jira

Zendesk

Job description

What we want to accomplish and why we need you?

Having reached over 500 million devices, and processing over 7 billion conversations till date, Haptik is one of the world's largest Conversational Commerce companies. We have built a robust set of technology tools that can enable any kind of conversational application, and are at the forefront of the paradigm shift of interaction from clicks to conversations. With a 400+ member strong team that includes some of the best minds in the industry, we’re truly poised to lead the Conversational Commerce revolution.

In 2019, we announced a major strategic partnership with Jio and are now a part of $65 billion internet conglomerate Reliance Jio Platforms.

To know more about the life at Haptik, do check out this ~3.5 minutes video: Life at Haptik.

What are Haptik's Core Company Values:

• Ownership: You ensure things get done, get done on time, and get done correctly.
• Perseverance: You are resilient against setbacks, sticking with things until you succeed.
• Agility: You are able to adapt to change without losing momentum and vision.
• Impact: You deliver the highest-quality work and nothing short of excellence gives you work fulfilment.
• Integrity: You are trustworthy and always do the right thing, no matter how easy or hard.

Overview

We are seeking a Technical Support Specialist who is passionate about delivering exceptional customer service and has a knack for troubleshooting technical issues. Instead of focusing solely on years of experience, we value candidates who possess the right skills and knowledge to excel in this role.

Key Responsibilities

• Diagnose and resolve technical issues related to chatbot functionality, integration, and performance, collaborating with internal teams and clients to understand and read logs and identify errors.
• Communicate clearly and effectively with customers, demonstrating empathy and the ability to convey technical concepts in simple terms.
• Build strong relationships with customers through active listening, personalized interactions, and proactive follow-up.
• Adapt to changing workloads and collaborate effectively with team members, offering assistance and support as needed.
• Use API tools such as Postman and other relevant API technologies.
• Engage in continuous learning of new technologies and staying updated with industry trends.
• Adhere to SLA deadlines and consistently meet or exceed them.
• Maintain comprehensive documentation and share knowledge within the team.
• Identify challenges and propose innovative solutions to enhance business performance and customer satisfaction.
• Prioritize tasks effectively and meet deadlines in a fast-paced environment.
• Strive for high CSAT scores and contribute to a positive team culture.
• Proficiency with ticketing tools such as Zoho, Freshdesk, Jira, Zendesk, etc.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent work experience).
• Proven experience in a technical support role, with a strong emphasis on troubleshooting and customer service.
• Excellent communication skills, both written and verbal.
• Ability to work independently and as part of a team.
• Strong problem-solving skills and a solution-oriented mindset.
• Familiarity with ticketing systems and other relevant tools.
• Commitment to continuous learning and professional development.

If you're passionate about chatbot technology and thrive in a dynamic, customer-focused environment, we encourage you to apply for this role. Join us in revolutionizing customer engagement and driving innovation in the chatbot industry.

Who Are We

Haptik is a conversational AI company that specializes in providing chatbot solutions and virtual assistants for businesses. Our platform enables companies to engage with customers through natural language processing, allowing for seamless interactions and efficient customer support. Haptik's AI-powered solutions cater to various industries, including e-commerce, banking, healthcare, and more, helping businesses enhance customer experiences, streamline operations, and drive growth. With a focus on innovation and leveraging cutting‑edge technology, Haptik aims to revolutionize customer engagement and empower businesses to thrive in the digital era.