Support Specialist

About Us:

Founded in 2002 in Sydney, with offices in India and a presence across the Americas and Europe, Prospecta is a leading data management software company. Our flagship platforms: Master Data Online (MDO), enables accurate, compliant, and relevant master data for asset-intensive industries including Energy, Utilities, Oil & Gas, Mining, Infrastructure, and Manufacturing.

We pride ourselves on agility, collaboration, and innovation delivering real value to customers while fostering a diverse, growth-driven culture that encourages learning, embraces challenges, and celebrates success.

At Prospecta , our culture is centered around growth and the excitement of embracing new challenges. We have a passionate team that collaborates seamlessly to create value for our customers. Our diverse backgrounds make Prospecta an exhilarating place to work, bringing a rich tapestry of perspectives and ideas.

Job Description of Support Specialist

Position : Support Specialist

Location: Noida

About the role:

As a Support Specialist, you will play a crucial role in ensuring customer satisfaction and smooth operations within the organization. Your primary responsibility will be to assist customers with technical issues, product inquiries, and general support needs. You will act as a liaison between customers and internal teams, providing timely and effective solutions to problems while maintaining a positive and professional demeanor.

Key Responsibilities:

• Respond to customer queries promptly via support.
• Diagnose and troubleshoot technical issues related to our product and services.
• Guide customers through step-by-step solutions and escalate unresolved issues to the appropriate internal teams.
• Document support interactions and maintain detailed logs in the ticketing system
• Ensure high levels of customer satisfaction through excellent service and problem resolution.
• Follow predefined troubleshooting steps and knowledge base articles to resolve common issues.
• Identify issues that require escalation to Level 2 or Level 3 support teams due to complexity or severity.
• Follow up with customers as well as internal team to ensure that escalated issues are resolved in a timely manner.
• Collaborate with QA, Engineering, and Product teams to identify and resolve bugs or usability issues.
• Provide feedback and insights to improve knowledge base articles, user guides, and product documentation.
• Stay up to date with product updates, releases, and industry best practices.
• Drive the customers towards success and ensure customer satisfaction.

Must Have Skills:

• Bachelor’s degree in information security, Computer Science, or a related field. Master's degree preferred.
• Prior experience in a customer service or technical support role preferred.
• Year of experience 0 to 2 yrs.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders.
• Technical aptitude with the ability to troubleshoot software, hardware, and network issues.
• Excellent problem-solving skills and attention to detail.
• Ability to work effectively in a fast-paced environment and prioritize tasks
• A meticulous approach to client needs and quality assurance.

Good to Have Skills:

• Understanding of Master Data Management domain procedures and practices.
• Tools: Proficiency in using collaboration tools like JIRA, Confluence, and Microsoft Teams to track project phases and collaborate effectively with the team.

Growth Path:

At Prospecta , your career journey is one of growth and opportunity. Here, depending on your career journey you can either kickstart your career or accelerate your professional development in a dynamic environment. Your success is our priority, and as you demonstrate your abilities and achieve results, you'll have the chance to advance into the leadership role such as Regional Delivery Manager or in other cross functional areas. We're committed to helping you elevate your experience and skillsets, providing you with the tools, support, and opportunities to reach new heights in your career.

Benefits:

• Attractive Compensation: Competitive salary package aligned with your expertise.
• Health & Wellness: Comprehensive medical insurance to support you and your family.
• Work-Life Balance: Generous paid time off and flexible hybrid work options.
• Career Growth: Continuous learning opportunities and structured career development programs.
• Global Exposure: Chance to collaborate on onsite assignments across regions.
• Engaging Culture: Annual company events, workshops, and team-building activities to keep you inspired.