Support Operations Specialist

3 weeks ago


Singapore Stavtar Solutions Full time
As a Support Specialist at Stavtar, your primary responsibilities will involve managing support tickets efficiently and facilitating smooth communication between clients and internal teams. You will play a crucial role in ensuring timely resolution of issues and maintaining client satisfaction.Your key responsibilities will include triaging incoming support tickets, assigning them to the appropriate team members, and creating bugs or enhancement requests based on ticket analysis. Monitoring ticket progress, communicating effectively with developers and support analysts, and leading root cause analysis calls will be essential aspects of your role.In addition to support ticket management, you will be responsible for preparing and publishing release notes for clients, conducting demos of release notes to stakeholders, and managing client communication regarding releases. Your expertise as a Subject Matter Expert (SME) will bridge the gap between support and development efforts, ensuring a comprehensive understanding of items in the support queue.As part of the new requirements, you will be expected to drive process improvements in ticket routing and management, gain a deep understanding of the system to resolve high-level issues, and utilize reporting tools like Power BI for analyzing ticket data. Your excellent communication skills will be crucial in conducting demos, managing client expectations, and collaborating effectively with internal teams.To qualify for this role, you should have 4-5 years of experience in a support or operations role within a technology-driven environment. Strong analytical skills, proficiency in reporting tools, excellent written and verbal communication abilities, multitasking capabilities in a fast-paced environment, and proactive problem-solving skills are key qualifications required for this position.This position is based in Mumbai/Bangalore, with the possibility of remote work for exceptionally qualified candidates. Join Stavtar and be a pivotal part of our dynamic team, driving support excellence and client satisfaction through effective ticket management and communication strategies.,

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