Lockstep APAC Looking for Technical Support Specialist at Bengaluru, Karnataka Full Time

We are an Award-winning software-as-a-service finance automation workflow company whose vision is to connect the world’s finance teams so they can work better together. We are headquartered in Seattle, USA. We go by the name of Lockstep in India. We eliminate cash traps and leaks created from manual synchronization of books between B2B trading partners. Our products connect the data between financial systems and accounting departments, freeing them from daily, manual, mundane tasks.

Why would you love it here?

We are Here to Win.

Life is short, and we aren’t going to waste a drop. We want to give meaning and make a difference in everything we do. This means doing work that matters, committing to our vision and making it real. But that doesn’t mean sacrificing work/life balance. We love our families, and our work is a way to honour and care for them. If we spend time away from our families, we insist that it matters. We have a shared commitment to each other to do work that matters and to be great at doing it.

We are all in this together.

You’re not just a number, you’re family. We are growing by leaps and bounds, creating new opportunities to learn and build amazing things. The team is honest, straight-forward, and because we all have a literal stake in the company, we work together to make the company flourish.

Responsibilities

Respond to customer inquiries in a professional and courteous manner. This includes the ability to troubleshoot issues as they arise, ensure proper account setup and configuration, and follow-up on system enhancements.

Listen to customers to understand their problems so that you can effectively diagnose and recommend a solution.

Triage and aid in prioritization of issues as they are brought to your attention.

To address customer concerns and manage expectations, collaborate with Customer Success Managers (CSMs), product, and engineering teams.

Maintain and update the knowledge base to ensure that customer self-service guides contain the most current information.

Identify and escalate support tickets, where applicable.

Follow-up with customers to close the loop on their inquiries in a timely fashion.

Demonstrate enthusiasm for the opportunity to help customers on a day-to-day basis.

Requirements

2+ years of experience in a technical support management role with exposure to cloud technologies and platforms.

Strong team player with a service-oriented attitude and a keen focus on enhancing the customer experience.

Strong oral and written communication skills to effectively engage, persuade, influence, and articulate technical issues and solutions to a variety of stakeholders.

Ability to handle multiple competing priorities in a fast-paced environment.

Proficiency with customer support software like Zendesk, Intercom, etc.

Ability to successfully communicate and coordinate with departments across the organization, including Sales, CS, QA, Program Management, and Product Management.