Technical Support Specialist

Position Overview: Technical Support Specialist

We are looking for a dedicated Customer Support Specialist to manage Tier 1 support and cultivate strong client relationships. This role involves responding to client inquiries via phone, resolving issues efficiently, and ensuring complete client satisfaction through thorough follow-up.

The support team collaborates closely with our Customer Success and ProdOps teams to expedite issue resolution. Success in this role requires exceptional communication skills, enabling you to articulate clearly with both technical and non-technical staff and users. We prioritize excellent customer service, superb communication, a genuine passion for helping others, and an unflappable demeanor under pressure.

Key Responsibilities:

• Engage with customers to provide and process information regarding products and services.
• Gather customer details and analyze symptoms to determine the nature of the issue.
• Diagnose and resolve technical and software problems, including internet connectivity and login issues.
• Utilize available resources for effective research and problem-solving.
• Adhere to established processes and procedures.
• Identify and escalate critical issues according to client specifications.
• Route complex problems to the appropriate internal resources.
• Accurately record and manage call transactions using designated CRM software.
• Propose alternative solutions to retain customer business whenever appropriate.
• Organize and deliver clear and concise oral communications tailored to the audience and situation.
• Conduct follow-up calls with customers as needed.
• Stay informed about system updates, changes, and new information.

Required Experience & Skills:

• 2-4 years of experience in phone-based software application/technical support or customer service, supporting end-users.
• Excellent communication skills for effective interaction with internal stakeholders.
• Proven problem-solving abilities and strong technical aptitude.
• Proficiency with Windows OS and other major operating systems.
• Exceptional communication and customer handling skills.
• Ability to think critically and adapt quickly in a dynamic and demanding environment.
• Fluency in English.
• Knowledge of ESG/GRC is a plus.

Why Join Diligent in Bengaluru?

What Diligent Offers You:

• A culture that thrives on creativity, innovation, and collaborative problem-solving.
• A supportive and flexible work environment with comprehensive health benefits, global service days, meeting-free days, generous time off, and wellness programs.
• Opportunities to work with diverse global teams across our international office hubs, including Bengaluru.
• A strong commitment to diversity and inclusion, supported by Employee Resource Groups and educational initiatives.

Diligent is at the forefront of the modern governance movement, empowering leaders with technology, insights, and connections to drive impact and accountability. Our team comprises passionate, intelligent, and creative individuals dedicated to building the software company of the future and contributing to a more sustainable, equitable world.

This role follows a hybrid work model. If you are within commuting distance of our Bengaluru office, you are expected to work onsite at least 50% of the time, fostering innovation, teamwork, and community.

Diligent is an equal opportunity employer committed to diversity and inclusion. We welcome qualified applicants of all backgrounds. Reasonable accommodations are available for individuals with disabilities.