Chandigarh, India

Support Analyst- Technical

India

Reports to:

Position summary

At Winshuttle our Support Representatives are key contributors to the global Customer Services organization. They play a pivotal role in solving a wide range issues within our customer base. Individuals in this role are passionate about working with customers and display that passion by making every interaction an exceptional experience. We look for individuals with a great personality and an ability to solve customer problems in a fast and efficient manner.

The ideal candidate is one with drive and ambition; who’s looking for a career, not just a job. We place high emphasis on punctuality, performance and positivity within the organization.

About Winshuttle

Winshuttle provides master data management and process automation software that enables enterprise organizations to go faster, be more agile, and improve the quality of their most important data — so they can compete and thrive in the digital world. The company’s no-code, low-code software is both flexible and extensible, empowering business and IT teams to drive results at scale. Winshuttle’s unwavering commitment to customer success and solving even their most complex data and process challenges makes it the trusted choice for leading companies worldwide. Learn more at Winshuttle.com.

Essential functions and responsibilities

  • Resolve basic support and licensing requests in non-production environments
  • Escalate and/or request assistance to manage more advanced problems
  • Answers support line calls
  • Accept and troubleshoot customer support cases submitted to a global queue
  • Assists with internal and external license issues
  • Leverage the Knowledge Centered Support (KCS) methodology for solving and documenting case resolutions
  • Author KCS articles as a byproduct of solving issues
  • Learn and develop Winshuttle product knowledge
  • Assist with Sales Ops/License fulfillment duties as needed
  • Continual learning of product functionality and new features
  • Good communication skills are essential to meeting the above role responsibilities
  • Ability to learn support tools and manage work volume as communicated by manager
  • Customer service oriented
  • Flexible schedule and extended hours may be required
  • Strong English language written and verbal communication skills

Desired behaviors

  • Receptive to change – is flexible, seeks and adopts improved approaches and processes.
  • Initiates action – is results oriented, takes responsibility for actions and outcomes. Meets commitments and strives for high performance.
  • Manages the workload – makes timely decisions, prioritizes effectively, solves problems, monitors results and takes remedial action where necessary.
  • Technically proficient – knows role and has a solid familiarity with tasks and responsibilities.
  • Takes responsibility for own learning – knows personal strengths and recognizes development needs. Is open to feedback and always seek to learn.
  • Communicates ideas – strong facilitation and written communication, proposes a way forward. Listens to views of colleagues and takes in diverse perspectives.
  • Works collaboratively – shares information, fosters teamwork and contributes to positive work environment where people want to come to work.
  • Display ethical character and competence – acts with integrity and intent, is accountable for own actions, behaves according to the PACT values. Act as a good citizen of Winshuttle.

 

Knowledge

  • Related experience with a minimum of 2 years of experience
  • Preferred experience in one or more of the following: A CRM system (Preferred Zendesk), Ticket tracking system, Licensing software, JIRA or any other Business applications

Experience

  • Demonstrated basic understanding of Winshuttle applications and technical concepts, with a focus on our server-side applications and backend systems
  • Demonstrated ability to work independently and with a team to manage multiple tasks concurrently
  • Proven ability to effectively communicate with customers via phone and email
  • Basic Troubleshooting skills
  • Ability to read and interpret technical information

At Winshuttle, we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our products, and our community to flourish. Winshuttle is honored to be an equal opportunity workplace. We are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, age, citizenship, marital status, disability, gender identity, sexual orientation, or Veteran status.

This job posting does not imply that these are the only duties to be performed. Employees occupying this position will be required to follow any other-related instructions and to perform any other job related duties requested by their supervisor. To perform this job successfully, an individual must be able to perform each essential duty and meet the physical requirements satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

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