Customer Support Specialist

Job highlights

• Fully document trouble tickets for response to client or escalation to Tier III,Work across departments to understand and diagnose the impact across clients,Attend customer meetings provide updates on tickets and or issues resolution
• Bachelors degree or equivalent combination of education and experience,3+ yearsexperience in a software environment handling incoming client requests

Job Summary
Eagerly seeking a new Software Support Specialist to join our growing team
In this role, you will work directly with our clients to provide customer service, technical assistance and troubleshooting support on the usage of our award-winning event management software products
If you are tapped into the thought process of an Event Planner and have a passion for easing their pain through providing amazing service, you'll love growing with us!
Responsibilities
Provide client support and technical issue resolution for incoming requests via E-Mail, phone, on-line chat function and client support system, Provide guidance and support on configuration of client's registration, micro sites, surveys erc
Troubleshoot issues within system to determine the source
Provide training to clients in the use of system and system updates
Fully document trouble tickets for response to client or escalation to Tier III, Work across departments to understand and diagnose the impact across clients, Attend customer meetings provide updates on tickets and or issues resolution
Occasional travel to client site or ?events? to support products
Update training and support materials as required
Create videos for support systems that will be used by our clients for self-service support
Work with Technology and Product Management department to develop and incorporate client solutions, Additional project and ad hoc assignments
Requirements
Bachelors degree or equivalent combination of education and experience, 3+ yearsexperience in a software environment handling incoming client requests
Experience in the events and meetings industry HUGE PLUS
Able to promptly answer support related email, phone calls and online chats, Proficient in Internet related applications such as E-Mail clients, FTP clients and Web Browsers, Ability to calculate figures and amounts such as discounts, percentages, Knowledge of Contact Management systems; Database software; Internet software, Word Processing software and email, a good understanding of HTML desired
About Aumni Techworks
Aumni Techworks, established in 2016, is a Software Services Company that partners with Product companies to build and manage their dedicated teams in India
So, while you are working for a services company, you are working within a product team and growing with them, We do not take projects, and we have long-term (open-ended) contracts with our clients
When our clients sign up with us, they are looking at a multi-year relationship
For e-g
Some of the clients we signed up 8 or 6 years, are still with us, We do not move people across client teams and there is no concept of bench, At Aumni, we believe in quality work, and we truly believe that Indian talent is at par with someone in NY, London or Germany
300+ and growing
Benefits of working at Aumni Techworks:
Work within a product team on cutting edge tech with one of the best pay packages, No politics, no bench, voice your opinion, flat hierarchy, and global exposure
Work environment to re-live our fun college days (awarded as Best culture by Pune Mirror)
Recharge frequently with Friday socials, dance classes, theme parties and monsoon picnic, Breakout spaces at the office Gym, Pool, TT, Foosball and Carrom
Health focused Insurance coverage and get in shape with AumniFit (Do not miss our 4 PM plank!)