Advent Global Solutions INC Hiring For Technical Support at Noida Full Time

Position Overview: We are seeking a highly skilled and customer-focused Technical Customer Support Executive to join our SaaS company. As a Technical Customer Support Executive, you will be responsible for providing exceptional email and chat support to our customers for our software. This role requires a strong technical aptitude, excellent communication skills, and the ability to work in a 24/7 work environment. If you are passionate about customer satisfaction and possess a deep understanding of software applications, we would love to hear from you.

Responsibilities:

1. Provide timely and effective email and chat support to customers, helping them resolve technical issues and inquiries related to our software.
2. Interact with customers professionally and courteously, ensuring a positive customer experience during every interaction.
3. Troubleshoot and diagnose software/service issues by gathering relevant information from the customers and utilizing available resources, including documentation, knowledge base, and internal tools.
4. Escalate complex issues or bugs to the appropriate teams, such as Engineering or Product, while effectively managing customer expectations and providing regular updates.
5. Maintain accurate and detailed records of customer interactions, including problem descriptions, troubleshooting steps taken, and solutions provided, using our support ticketing system.
6. Collaborate with cross-functional teams, including Development, QA, and Product Management, to communicate customer feedback and contribute to improving our software.
7. Stay up-to-date with our software’s latest features and functionalities to effectively assist customers and address their queries.
8. Participate in continuous learning and training initiatives to enhance technical knowledge and customer support skills.
9. Adhere to defined service level agreements (SLAs) and key performance indicators (KPIs) related to response time, resolution time, customer satisfaction, and other metrics.

10. Contribute to creating and maintaining support documentation, including FAQs, knowledge base articles, and troubleshooting guides.

Qualifications & Requirements:

1. Bachelor’s degree in Computer Science, Information Technology, or a related field is preferred.
2. Prior experience in a technical customer support role, preferably in a SaaS company or a software/application environment.
3. Strong technical aptitude with the ability to understand and troubleshoot software issues effectively.
4. Excellent written and verbal communication skills, with the ability to convey technical information clearly and concisely to technical and non-technical customers.
5. Experience in providing customer support via email and chat channels, with the ability to handle multiple customer interactions simultaneously.
6. Familiarity with any support ticketing systems and chat tools.
7. Ability to work in a 24/7 work environment, including weekends and holidays, and adapt to shift rotations as required.
8. Exceptional problem-solving skills and the ability to think creatively to resolve customer issues.
9. Strong customer-centric mindset with a passion for delivering excellent customer service.
10. Ability to work collaboratively in a team-oriented environment.
11. Familiarity with various tools, including Google Apps, Excel, Jira, Slack, and Postman would be an advantage.