Support Specialist

About the jobJob DescriptionWe are seeking an experienced Product Support Engineer to join our night shift operations from Pune. This role provides expert support to our clients using a vendor management platform built on modern SaaS software. The ideal candidate will have strong administration expertise in SaaS platforms, excellent communication skills, and a passion for resolving issues swiftly and effectively.Responsibilities:- Serve as the primary point of contact for client support during night shifts. - Manage and resolve complex administration issues related to our vendor management SaaS platform. - Perform user management tasks (e.g., creating users, managing roles, permission sets, profiles). - Handle support tickets, troubleshoot system errors, workflow issues, data inconsistencies, and user access problems. - Coordinate with development and product teams for escalation and resolution of advanced issues. - Monitor system performance and proactively identify potential issues. - Document all support activities, resolutions, and client interactions clearly and comprehensively. - Train and guide junior support staff as needed. - Maintain a high level of professionalism and empathy while communicating with clients. - Suggest process improvements based on recurring support issues or customer feedback.Qualifications:- 4+ years of experience. - Previous experience supporting vendor management or similar platforms is highly preferred. - Excellent written and verbal communication skills. - Ability to work independently during night shifts while maintaining a client-first attitude. - Strong problem-solving and analytical skills. - Ability to work collaboratively with cross-functional teams.Work Hours:- Night Shift (aligned with U.S. time zones).Location:- Pune, India (Work from Office / Hybrid as per company policy).Preferred Skills (Good to Have):- Experience working with service cloud modules in a SaaS platform. - Familiarity with ticketing tools like Salesforce, Jira, ServiceNow, or Zendesk. - Knowledge of ITIL processes.

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