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As a Customer Support Specialist, reporting into Support Management, you are working within the boundaries of 1st tier support, while in close collaboration with Technical Product Specialists, Customer Experience and our fantastic R&D team.
Primary Responsibilities
- Reply to customer inquiries via supported communication channels
- Identify, replicate, and report validated product issues to the R&D team
- Identify and log feature requests
- Follow-up on customer inquiries upon issue resolution/feedback from R&D
- Provide outstanding service to our customers via prompt and value-adding interactions over phone, email and chat
- Take ownership of support tickets and be responsible for funneling them through all process stages until a resolution has been reached
- Maintain an overview of submitted cases to R&D, and flag internal SLA breaches
- Escalate support cases based on severity levels and associated business risk assessments
- Be an expert on the Brandwatch product suite and its features as they are launched and engage in feature tests
- Update internal knowledge base with new relevant insights in order to enhance knowledge sharing across all support team members
- Participate and contribute to roundtables, calibration and training sessions within support and cross-functional departments
What you need to know about the Hyderabad Tech Scene
Because of its proximity to leading research institutions and a government committed to the city's growth, Hyderabad's tech scene is booming. With plans to establish India's first "AI city," the city is on track to become one of the world's most anticipated tech hubs, with companies like TransUnion, Schrödinger and Freshworks, among others, already calling the city home.
