Associate – Technical Support
Information Technology
Bangalore, Karnataka
Associate – Technical Support , India
All about us.
People empowering people.
At Symphony Talent, we're all about people—connecting, inspiring, and hiring them for jobs that transform their lives and our clients' organizations.
Our human approach, synergistic technology, and brand solutions deliver the outcomes you care about – from reach to retention – by coordinating talent leaders and their teams and enabling them to improve and advance continually.
Symphony Talent supports more than 900 clients worldwide, including the world’s leading brands. Its headquarters are in New York, London, Bangalore, and Belfast, with over 300 multinational employees.
All about the role:
We’re looking for a dynamic Associate to join our stellar Customer Care team, where you will be responsible for supporting our portfolio of valuable clients and account teams through managing the issues and requests that come in for solution. The ideal candidate is an ambitious, effective communicator with real problem-solving savvy, who knows how to support the complexity of our client’s needs – and the complexity of our business. Furthermore, this candidate will have a background skillset in html or database/reporting work. Finally, this candidate should be able to mentor others.
About the role
Your key tasks:
- Troubleshoot and address issues related to Symphony’s Contact Relationship Management and Analytics tools
- Troubleshoot job distribution and job acquisition issues and address accordingly
- Use Symphony Talent tools, widgets and functionality to execute high level updates to career websites
- Work with customers account leads, and technical teams to resolve day-to-day customer issues.
- Effectively and efficiently manage a range of customer issues, questions, and concerns simultaneously.
- Decide issues that must be escalated to Engineering.
- Participate in discussions with clients and colleagues relative to specific issues and concerns, including resolution paths, best practices, knowledge transfer, projects, and next steps.
- Collaborate with cross-functional resources to manage a wide range of problem solving approaches. Act as the triage point for issue resolution with an emphasis on clear and effective communication.
- Continuously look for opportunities to optimize our problem resolution strategies.
Requirements
Your key skills and experience:
- Technical skill in html/webpage development or database and report building. At least one set of these skills is essential to consideration. If you have web experience, then the tools and methods used to build web pages will be a focus. If you have database and reporting building experience, then building and use of SQL queries and report configuration will be a focus. Excellent knowledge and experience in both areas.
- Experience with client service and client support systems and processes.
- Ability to troubleshoot problems and uncover root cause. Finds ways to get beyond roadblocks and reach problem resolution.
- Will provide prompt and accurate responses to customers and properly prioritize all customer incidents.
- Experience mentoring others
- Curious, self-directed attitude with strong attention to detail, time management skills, and ability to juggle priorities in order to meet client expectations and deadlines.
- Flexible personality and responds positively to change.
- Strong written and verbal communication
- Experience working with Zendesk and/or JIRA is a plus.
- Experience working with Assessment, Contact Relationship Management, and ATS processes a plus.
Your mission-critical competencies:
- Strong analytical and problem-solving skills
- Believes in team work as well as individual contribution
- Should be eager to learn new things on demand
- Conflict-management skills
- Ability to deal with ambiguity
- Action-oriented
- Sense of ownership and pride in your performance
- Critical thinker and problem-solving skills
- Good time-management skills
- Interpersonal and communication skills
- Motivation to learn new things quickly
- Willingness to admit if you don’t know something (we don’t know everything either)
Additional benefits:
- Competitive salary
- Hybrid work arrangement
- Comprehensive insurance coverage and benefits
- Open and inclusive work culture
- Annual preventive health checkup benefit
- Complimentary lunch on work-from-office days
- Monthly fun activities
Location and Hours
This position is a remote role based in India, supporting U.S. based clients. We are hiring for two shift options: 11am–8pm EST and 2pm-11pm EST. If this sounds like the next step in your career, we’d love to hear from you.
Inspired by our people-led mission to advance the future of candidates and companies? Apply now, and let’s make an impact together at Symphony Talent.
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