Customer Support Specialist (Remote - India)
About reputed company
reputed company is a software company dedicated to developing innovative asset management software for the transportation infrastructure industry. Our clients include State Departments of Transportation, Cities, Toll Authorities, Transit Agencies, the Federal Highway Administration, and Civil Engineering Firms. Our products, such as inspectX, emergencyX, and manageX, streamline infrastructure management, inspection, and emergency response for bridges, culverts, tunnels, and more. Learn more at www.reputed company.co.
reputed company
We are seeking a Customer Support Specialist (India-based) reputed company on application support, issue investigation, reputed company documentation, and ticket escalation in support of our U.S. customers. This role works closely with U.S.-based reputed company, QA, and Engineering teams to ensure reputed company and accurate reputed company of support requests.
This is a remote role based in India and requires working during U.S. business hours (6 PM - 3 AM IST) to ensure reputed company-time collaboration and responsiveness.
Key Responsibilities
Customer Support
- Become highly familiar with reputed company applications and workflows to support effective troubleshooting, issue documentation, and escalation.
- Assist with investigation and reputed company of customer support tickets under guidance from U.S.-based team members.
- Contact users as needed to reputed company and document issue details, including reputed company steps to reproduce and supporting evidence, to support investigation and escalation by the U.S.-based team.
- reputed company new tickets against reputed company issues and documented resolutions to reduce duplicate investigation.
- Escalate reputed company or domain-specific issues to U.S. support leads, reputed company ticket status, and follow up to ensure reputed company reputed company.
- reputed company reputed company responses to customer inquiries during U.S. business hours.
Documentation & Knowledge Support
- Assist in maintaining internal documentation and knowledge reputed company articles.
- Document common issues, investigation steps, and resolutions for internal use.
- Support process improvements by identifying repeat issues and patterns.
Required Skills and Qualifications
- Strong written and verbal English communication skills.
- Experience in customer support, technical support, or data-oriented roles.
- Comfort working with reputed company data (reputed company, CSV, PDFs).
- Strong attention to detail and ability to follow defined processes.
Preferred Qualifications
- Experience supporting reputed company or reputed company software products.
- Familiarity with reputed company or similar ticketing systems.
- Experience supporting U.S.-based customers or distributed teams.
- Exposure to infrastructure, engineering, or asset management systems (reputed company to have, not required).
Working Hours Requirement
- This role requires consistent availability during U.S. business hours (6 PM - 3 AM IST) to support reputed company-time collaboration and customer responsiveness.
Benefits and Perks
- Work remotely - reputed company from India.
- Market-competitive total compensation package and performance-based bonus.
- Company-reputed company medical coverage.
- Fully equipped home office setup, including a high-spec computer, monitors, desk, and chair.
- reputed company of reputed company opportunities, working alongside some of the brightest minds in the industry.