Support Generalist

Job Summary:

We're seeking a support generalist to manage and resolve incoming support tickets, triage issues, and build sustainable relationships with customers through open communication.
Key Responsibilities:

• Ticket Management:
  
  
  
  • Manage and resolve support tickets via software configuration, reporting, and database queries
  
  
  • Triage issues into appropriate categories based on guidance and rules
  
  
  
  


• Customer Satisfaction:
  
  
  
  • Identify and assess customer needs to achieve satisfaction
  
  
  • Build trust through open and interactive communication
  
  
  
  


• Technical Support:
  
  
  
  • Troubleshoot and assist customers with API issues and requests
  
  
  • Assist with virtual customer training sessions and webinars
  
  
  
  


• Collaboration:
  
  
  
  • Work with internal teams to resolve customer tickets within internal SLAs
  
  
  • Participate in customer ticket prioritization meetings
  
  
  
  


• Documentation and Knowledge Management:
  
  
  
  • Provide accurate and complete information using the right methods and tools
  
  
  • Keep records of customer interactions via provided tools
  
  
  • Assist with documentation for knowledge base articles as needed
  
  
  
  

Skill Set Requirements:

• 1+ years experience in a B2B technical support role.


• BCOM,BBA, BA & MBA would be preferred.


• Ability to write clearly and concisely, and communicate instructions or explanations appropriately.


• Proficiency in reading and writing in English is required.


• Strong sense of ownership and proven ability to adapt.


• Familiarity with bug tracking and ticket management software (JIRA, Rally, Pivotal, etc.)


• Proficient in Excel and data manipulation


• Understanding of SQL and database practices.


• Excellent communication and customer service skills


• Ability to troubleshoot and resolve technical issues


• Strong problem-solving and analytical skills


• Experience with ticket management systems and software configuration


• Ability to work collaboratively with internal teams and build sustainable customer relationships

Other Requirements:

• Should be based in Delhi NCR.


• should be able to work in Shifts, UK, EST and PST time zones.

All The Best!