Technical Support Specialist Role at Kapture CX

As a Technical Support Specialist at Kapture CX, you will be instrumental in ensuring our clients receive timely and effective support for our innovative customer service automation platform. This is a permanent, full-time position based in our Bengaluru/Bangalore, India office.

Key Responsibilities:

• Monitor and promptly respond to support requests and tickets submitted through the Freshdesk Helpdesk or via email as directed by the Support Manager.
• Maintain minimal ticket resolution times and ensure first response SLAs are consistently met.
• Manage and resolve client issues, which may include:
• Raising BUG/CR tickets in JIRA and diligently following up on their progress. Crucially, escalate P0 BUGs immediately via the defined escalation matrix and other communication channels involving relevant stakeholders.
• Maintain a comprehensive checklist/tracker for all BUGs/CRs, proactively escalating them if they are at risk of missing their defined TATs based on their priority levels.
• Develop in-depth knowledge of the workflows, logic, and business requirements of all clients supported by KAPTURE to provide informed assistance.
• Effectively relay all necessary details to L2/Customer Engineering teams for specific or generic issues requiring immediate attention or advanced debugging.

Qualifications and Skills:

• Minimum of 1 year of technical experience in a Helpdesk role, managing and resolving support-related queries is preferred.
• Strong debugging abilities, a customer service-oriented mindset, and excellent oral and written communication skills.
• Proven analytical skills to diagnose and resolve technical issues.
• Demonstrated ownership of assigned tasks and a commitment to driving them to end-to-end completion.
• Any relevant technical certification is a plus.
• Proficiency in MS Office Suite.