We're building our support team and are looking for proactive, empathetic, and resourceful problem-solvers who are excited to make an impact in a fast-paced environment.
If you're someone who thrives on helping others, enjoys solving problems, and can communicate clearly and effectively, this role is for you!
As a Technical Support Engineer, you'll be the first point of contact for our customers, ensuring they have a seamless and positive experience.
You'll handle customer queries, troubleshoot issues, and provide product guidance, helping users get the most out of Zenskar.
Key Responsibilities
Technical Customer Support & Issue Resolution
* Respond promptly to customer inquiries via chat, email, or calls.
* Troubleshoot and resolve customer issues efficiently and upscale when necessary.
* Keep customers informed about issue resolutions and product updates.
Product Guidance & Customer Success
* Develop a deep understanding of the product to help customers navigate features.
* Assist users with account setup, configurations, and best practices.
* Proactively identify pain points and guide users to solutions.
Empathy & Relationship Building
* Build strong relationships with customers by understanding their needs.
* Maintain a customer-first approach, ensuring satisfaction and engagement.
* Educate customers on new features, best practices, and self-service options.
Documentation & Feedback
* Contribute to FAQs, knowledge bases, and troubleshooting guides for better self-service.
* Provide actionable feedback to internal teams to improve the product and support experience.
Key Qualifications
What Makes a Great Support Specialist?
* Ability to write and speak clearly and professionally in English.
* Can explain complex concepts in simple terms to both technical and non-technical users.
* Active listening skills to understand customer concerns and respond empathetically.
Strong Problem-Solving & Analytical Skills
* Quick thinker who can troubleshoot issues logically and find effective solutions.
* Can adapt to new situations and solve problems on the fly.
* Comfortable working with ticketing systems and logging accurate information.
Product & Customer Focus
* Curious and eager to learn about new products and features.
* Ability to grasp technical concepts even without a technical background.
* Understands customer needs and is committed to providing top-tier support.
Team Player & Ownership Mindset
* Takes initiative and works independently to resolve customer queries.
* Works well with cross-functional teams (Product, Engineering, and Success).
* High accountability and ownership of customer issues from start to resolution.
Work Hours
* Full-time: 4:30-5:00 PM – 3.30 AM IST with breaks in between
* Supporting our international (primarily US-based) customer base
Location
* Hybrid - 2 days per week (Tuesday, Thursday)
* Work with a fast-growing company where your contributions matter.
* Get exposure to a variety of customers and industries.
* Be part of a supportive, collaborative team that values growth and learning.
#J-18808-Ljbffr