Technical Support Specialist

• : -
• ❖ Handle inbound queries from clients across multiple channels — email, chat, and phone.
• ❖ Troubleshoot and resolve issues related to expense workflows, policy configurations, travel booking integrations, and reimbursement processes.
• ❖ Coordinate with internal product and technical teams to escalate and follow through on complex issues.
• ❖ Ensure resolution of queries within defined SLA timelines, maintaining a high-resolution rate.
• ❖ Document support interactions accurately in the CRM and contribute to the internal knowledge base.
• ❖ Assist clients during onboarding and product rollouts, providing guidance on platform features and best practices.
• ❖ Proactively identify recurring issues and provide structured feedback to the product team for continuous improvement.
• ❖ Support implementation of client changes requests in coordination with the customer success team.

Required Skills: -

• ❖ Strong understanding of expense management, travel workflows, or corporate finance processes is a plus.
• ❖ Excellent written and verbal communication skills in English.
• ❖ Ability to handle high query volumes with attention to detail and a calm, customer-first approach.
• ❖ Proficiency with support tools such as Freshdesk or similar CRM platforms.
• ❖ Basic understanding of ERP or finance platforms (SAP, Oracle, Tally) is an advantage.
• ❖ Strong problem-solving skills with the ability to multitask and prioritise effectively.

Qualification & Experience: -

Any Graduate with 4–5 years of experience in customer support or helpdesk role, preferably in a SaaS or fintech environment.