Technical Support Specialist
Job Description
Company overview :
Kapture Cx is an Enterprise-grade SaaS-based Customer Support Automation platform that provides businesses across industries with all-in-one customer service software. It's a cloud CRM that's more than just a help desk designed to meet the needs of any industry.At Kapture, we believe that daily Customer operations should be made simple and efficient to meet
up with all the endless demands of customers. Kapture is the preferred choice of leading brands including Nykaa, Meesho, Bigbasket, Unilever, Zepto, Ajio, Netmeds,Jio, Phillips, Prestige and many others to build a world-class customer support ecosystem.Kapture Cx is headquartered in Bangalore and we have offices in Mumbai, Delhi/NCR and Florida. Our channel Partner network spans across 12 countries and powers 1000+ businesses globally to automate their sales and support.
Roles and Responsibility :
- Monitor and respond quickly and effectively to requests/tickets received through Helpdesk or through other emails coming from the Support Manager.
- Ensure that the Resolve Time for Tickets is kept at a minimum, with the First response going to the customer as per the SLAs.
Following to closure on issues raised, which does not limit to but includes:
- Raising a BUG/CR and following up on the same on JIRA (Following the escalation matrix/Alerting on other Comm channels that include the relevant stakeholder is of paramount important when raising a P0 BUG)
- Keeping a checklist/tracker for those BUGs/CRs and escalate them if they are close to missing their TATs based on the priority levels raised in the BUG/CR
- Empower yourself with the workflow/logic/business demands of all the Clients that KAPTURE supports with a view to having comprehensive knowledge.
- Pass on to L2/Customer Engineering teams all/necessary details that involves any specific or generic issue that needs to be immediately addressed or needs a L2 level debugging
Key Skills
Prefer candidates who have atleast 1 year of technical experience in a Helpdesk role managing support related queries
Debugging ability, Customer Service oriented, Excellent oral/written communication skills, analytical skills
Ownership towards the tasks at hand, chasing up for end-to-end completion.
Any technical certification is preferable
Strong working knowledge of MS Office