Support Desk Specialist

About Skit.ai
Skit.ai is a leading Conversational AI company in the accounts receivables industry, enabling collection agencies and creditors to automate collection conversations and drive revenue recovery. Our AI-powered, multichannel solutionsincluding voice, text, email, and chat in both English and Spanishenhance consumer experiences and maximize recoveries.
Job Title: Support Desk Specialist
Location: Bangalore (100% Onsite)
Work Type: Fulltime
Shift Hours: 5:00pm to 2:00 am IST
Why Join Us
High-Impact Environment: Operate like an early-stage startup with rapid career growth tied to contributions.
Technical Excellence: Work at the forefront of AI development, collaborating with industry leaders.
Innovation at Speed: Take ownership, move fast, and deliver impact in a dynamic environment.
Continuous Growth: Be part of a team solving complex problems in AI and automation.
Clear Ownership: Own your responsibilities with autonomy and accountability.
Role Overview
As a Support Desk Specialist, you will be the first point of contact for technical incidents and operational queries, ensuring smooth day-to-day support operations. You will actively monitor and manage tickets, assist internal teams, and escalate critical issues as needed.
Key Responsibilities
Provide day-to-day operational support and act as first-level support for technical incidents.
Proactively address technical & non-technical queries, such as access issues, report generation, first-level technical support and FAQs.
Monitor and manage support tickets in Atlassian, ensuring they are routed to the right team members and tracked effectively.
Perform basic testing, debugging, and troubleshooting.
Assist the Customer Success Management (CSM) team by addressing support-related inquiries.
Serve as a bridge between customer needs and technical teams, ensuring effective communication.
Identify and escalate Level 2/3 incidents if campaign deviations occur, keeping internal teams informed.
Ensure SLAs are met and maintain high service standards.
Own and document Support Desk tasks on internal channels for knowledge sharing.
What Were Looking For
Education: Bachelors degree in a relevant field.
Experience: 1-3 years in a support or operations role.
Skills
Strong problem-solving and troubleshooting abilities.
Basic technical understanding of software and AI-driven platforms.
Excellent communication and coordination skills.
Experience with ticketing systems (e.g., Atlassian, ServiceNow) is a plus.
If you thrive in a fast-paced environment and enjoy solving problems, wed love to hear from you!