Red Oak Technologies is a leading provider of comprehensive resourcing solutions across a variety of industries and sectors including IT, Marketing, Finance, Business Operations, Manufacturing and Engineering.

Our client is a software company. They are looking for a Technical Support Specialist to join their team. This role is a Contract position. Position will be REMOTE . Candidate must be residing within commutable distance to Bengaluru / Bangalore, Karnataka, India.

**Remote**

**Flexible work schedule**

Position Summary:

As a Technical Support Specialist, you will provide a great experience to our customers through our extensive product knowledge of the company. An agent leverages their specialized knowledge and skills to research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner. People will rely on your tech expertise with analytical thinking to educate them on our product, locate and diagnose problems, and then recommend the best course of action. Our goal is to remove blockers to product adoption and drive value realization for the company customers. The team also partners cross-functionally with Product and Engineering to advocate for our customers and ensure a high-quality experience through their lifecycle as a company customer. In addition to being a product expert, you'll have the opportunity to take on projects that will help our company scale and grow.

Position Duties:

Answer and/or escalate all support tickets via Zendesk ticketing system
Drive resolution by digging in and escalating challenging tickets
Ensure that all tickets meet our service level agreements
Work closely with internal account team stakeholders to drive data trust in key accounts
Provide customers a great experience using company products and working with our team
Create and update non-technical and technical documentation as the product evolves
Report to the company any common themes or questions that arise and driving change
Develop and improve support processes by partnering with global team members

Position Requirements:

Track record in a similar customer-facing role OR strong ability to empathize with customers and be their advocate
Experience with using SDKs and APIs
The ability to present yourself with professionalism, friendliness, and a willingness to assist
Ability to learn and explain a technical product or concept
Natural curiosity and are a problem solver
Passion about analytics and the problems they solve
Familiarity with Support tools such as Zendesk, Intercom, Confluence, and Jira

Red Oak Technologies is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people of all walks of life. See what it’s like to be at the top; connect with one of our recruiters and apply today.

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Technical Support Specialist

Job description