Technical Support Specialist at Haptik

Mumbai, maharashtra, India -

Full Time

Start Date

Immediate

Expiry Date

05 Jul, 26

Salary

0.0

Posted On

06 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical support, Troubleshooting, Customer service, Chatbot technology, API, Postman, Zoho, Freshdesk, Jira, Zendesk, Communication skills, Problem-solving, Time management, Documentation, Knowledge management, SLA management

Industry

Software Development

Description

What we want to accomplish and why we need you? Having reached over 500 million devices, and processing over 7 billion conversations till date, Haptik is one of the world's largest Conversational Commerce companies. We have built a robust set of technology tools that can enable any kind of conversational application, and are at the forefront of the paradigm shift of interaction from clicks to conversations. With a 400+ member strong team that includes some of the best minds in the industry, we’re truly poised to lead the Conversational Commerce revolution. In 2019, we announced a major strategic partnership with Jio and are now a part of $65 billion internet conglomerate Reliance Jio Platforms. To know more about the Life-at-Haptik, do check out this ~3.5 minutes video :Life at Haptik What are Haptik's Core Company Values: Ownership: You ensure things get done, get done on time, and get done correctly. Perseverance: You are resilient against setbacks, sticking with things until you succeed. Agility: You are able to adapt to change without losing momentum and vision. Impact: You deliver the highest-quality work and nothing short of excellence gives you work fulfilment. Integrity: You are trustworthy and always do the right thing, no matter how easy or hard. Overview: We are seeking a Technical Support Specialist who is passionate about delivering exceptional customer service and has a knack for troubleshooting technical issues. Instead of focusing solely on years of experience, we value candidates who possess the right skills and knowledge to excel in this role. Key Responsibilities: - Troubleshooting: Diagnose and resolve technical issues related to chatbot functionality, integration, and performance, collaborating with internal teams and clients as need to understand and read logs and identify the errors - Communication Skills: Communicate clearly and effectively with customers, demonstrating empathy and the ability to convey technical concepts in simple terms. - Customer Rapport Building: Build strong relationships with customers through active listening, personalized interactions, and proactive follow-up, fostering trust and loyalty. - Flexibility and Teamwork: Adapt to changing workloads and collaborate effectively with team members, offering assistance and support as needed. - API Knowledge: Proficiency in API Postman knowledge is desirable, along with familiarity with other relevant API tools or technologies. - Continuous Learning: Proactively engage in learning new technologies and staying updated with industry trends to provide top-notch support. - SLA Adherence: Consistently meet or exceed SLA deadlines to ensure high levels of customer satisfaction. - Documentation and Knowledge Management: Maintain comprehensive documentation and share knowledge within the team to streamline support processes and enhance efficiency. - Problem-Solving and Solution-Oriented Approach: Identify challenges and propose innovative solutions to enhance business performance and customer satisfaction. - Time Management Skills: Prioritize tasks effectively and meet deadlines in a fast-paced environment, ensuring timely resolution of customer issues. - Customer Satisfaction and Team Dynamics: Strive for high CSAT scores and contribute to a positive team culture through collaboration and support. - Ticketing Tools Proficiency: Demonstrate good knowledge of ticketing tools such as Zoho, Freshdesk, Jira, Zendesk, etc. Qualifications: - Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent work experience). - Proven experience in a technical support role, with a strong emphasis on troubleshooting and customer service. - Excellent communication skills, both written and verbal. - Ability to work independently and as part of a team. - Strong problem-solving skills and a solution-oriented mindset. - Familiarity with ticketing systems and other relevant tools. - Commitment to continuous learning and professional development. If you're passionate about chatbot technology and thrive in a dynamic, customer-focused environment, we encourage you to apply for this role. Join us in revolutionizing customer engagement and driving innovation in the chatbot industry. Who Are We: Haptik is a conversational AI company that specializes in providing chatbot solutions and virtual assistants for businesses. Our platform enables companies to engage with customers through natural language processing, allowing for seamless interactions and efficient customer support. Haptik's AI-powered solutions cater to various industries, including e-commerce, banking, healthcare, and more, helping businesses enhance customer experiences, streamline operations, and drive growth. With a focus on innovation and leveraging cutting-edge technology, Haptik aims to revolutionize customer engagement and empower businesses to thrive in the digital era. Working hard for things that we don't care about is stress, but working hard for something we love is called passion! At Haptik we passionately solve problems in order to be able to move faster and each Haptikan imbibes our key values of honesty, ownership, perseverance, communication, impact, curiosity, courage, agility and selflessness.

Responsibilities

The Technical Support Specialist will diagnose and resolve technical issues related to chatbot functionality and integrations while maintaining strong customer rapport. They are also responsible for adhering to SLAs, documenting support processes, and collaborating with internal teams to enhance business performance.