Job Summary:
We're seeking a Support Specialist 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:
- 3+ 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!
Top Skills
What We Do
Leverage the only rights and royalties management software built to identify, manage, simplify, and monetize your IP effectively.
Rightsline is a global rights and royalties SaaS platform that provides IP owners of all sizes with innovative technology tools to manage and monetize content across the entire intellectual property lifecycle. Serving global companies across several industries, including media and entertainment, gaming, publishing, consumer products, life sciences, high tech, and more, Rightsline gives finance, legal, operations, and strategy teams 360-degree visibility into their content’s rights, royalties, contracts, and additional sales opportunities.
