Technical Support Specialist

About the Role

Clear is looking to hire a Technical Support Manager, who will provide 24/7 global support for our SaaS products through multiple channels like calls, emails, and chat. You will troubleshoot technical issues, collaborate with teams to resolve customer concerns, and communicate solutions in clear, non-technical

terms. Proactively addressing recurring issues and identifying opportunities for improvement will be key aspects of this role.

Responsibilities

• You will provide product support to customers using our SAAS products globally. Channels of service include: Calls, Emails, Desktop remote and Chat Support

• You collaborate with customer relationship managers to fully understand the issue. This involves reviewing screenshots, reproducing the problem, checking error logs, and troubleshooting the issues.

• You will ask customers specific questions to quickly understand the root of the problem.

• You keep the customer engaged throughout the case lifecycle and take ownership in providing timely updates to the customer.

• You will work collaboratively across the team to get support (from peers or other internal stakeholders) and offer support when others need it.

• You will proactively identify customers experiencing repeated issues or requests that are not resolved to the customers satisfaction and escalate issues as needed.

• You will communicate the root cause and resolution to customers in non-technical terms / easily consumable language.

• You will identify repeated problems and opportunities for technological resolution to avoid future tickets with the same concerns.

• You will ensure complete participation and contribution in organisation/process level initiatives that may be implemented occasionally to improve process efficiency.

Qualifications

• Willingness to work 24/7 shifts.

• You have good communication skills and proficiency in English (written and verbal) and Hindi(verbal).

• You have excellent problem-solving abilities and a proactive approach to troubleshooting technical issues.

• You are proficient in working with APIs for integration relative tools for testing and have good knowledge of MS Excel.

• You should treat customers/customers with respect, empathy, and constructive candour.

• Eager to learn & open to change adaption.

• Previous experience in SAAS technical support will be an added advantage.