Mumbai, Maharashtra, India
Information Technology
Disprz
Overview
Overview:
We seek smart, passionate, and technically skilled professionals to join our Customer Support team. This team handles technical queries from our global customer base, helping troubleshoot and resolve issues while ensuring an exceptional support experience. In this role, you will provide technical assistance, diagnose complex issues, and deliver top-notch customer service.
This role is based in Chennai and requires a willingness to work night shifts and weekends as part of a global support team.
Major Responsibilities/Activities:
- Support customers in an omnichannel environment (email, chat, phone, and tickets).
- Take complete ownership of reported customer issues and drive them to resolution.
- Diagnose and troubleshoot product issues, including performing Root Cause Analysis (RCA) where necessary.
- Work with SQL databases to run queries, analyze data, and assist in troubleshooting database-related issues.
- Work with APIs to troubleshoot integrations and provide guidance on API-related queries.
- Have a fundamental understanding of Cloud technologies (Azure preferred) to assist with cloud-based deployment issues.
- Follow standard escalation procedures for unresolved issues and coordinate with internal teams for resolution.
- Provide prompt, clear, and accurate updates to customers.
- Maintain proper documentation of reported issues and solutions for future reference.
Minimum Requirements:
- Bachelor’s degree in Computer Science, Information Technology, or related field.
- 3 to 5 years of experience in Customer Support within an enterprise software or SaaS organization.
- Strong verbal, written, and interpersonal communication skills.
- Technical knowledge of SQL (queries, troubleshooting), APIs, and Cloud platforms (Azure preferred).
- Fast learner with the ability to quickly grasp new technologies.
- Capable of working cross-functionally to resolve business and technical challenges.
- Willingness to work night shifts and weekends.
- Ability to break down complex technical matters into easy-to-understand explanations.
- Strong customer-oriented mindset with a passion for solving problems efficiently.
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