Software Support Representative

Software Support Specialist

Location: Vadodara

Shift: Night Shift (US Shift Timings)

What You Will Be Doing

• Act as the first point of contact for clients, ensuring first call resolution by troubleshooting and resolving issues effectively.
• Listen carefully to client concerns, educate them on solutions, and prevent recurring issues by reviewing their accounts and providing guidance.
• Deliver engaging, responsive, and timely support via phone and email to consumer clients, sales teams, and internal stakeholders.
• Maintain ownership of client issues through to resolution, even when coordinating with other teams.
• Collaborate with sales to resolve consumer issues, playing an active role in client retention.
• Build and maintain a strong knowledge of Autotrader products and services, along with organizational processes, policies, and systems.
• Adapt to changing responsibilities and contribute to special projects or assignments to support team and company objectives.

What Were Looking For

• 13 years of experience in a technical or client support function (SaaS environment preferred).
• Familiarity with helpdesk ticketing systems (ZenDesk experience a plus).
• Strong problem-solving skills with the ability to troubleshoot quickly and effectively.
• Excellent communication skills verbal, written, email, and phone.
• Ability to collaborate across departments including Development, Product Management, and Customer Onboarding.
• High energy, enthusiasm, initiative, and a professional approach.
• Strong organizational and planning skills; self-motivated with a willingness to learn.
• Proficiency in Excel fundamentals (preferred).
• Knowledge of Accounting & Audit is a plus.
• Bachelors degree or equivalent combination of education and experience.
• Comfortable working in Pacific Time Zone schedules.