Technical Support & Service Specialist
Job Description:
Job Summary
We are looking for a tech-savvy, proactive, and customer-centric Technical Support & Service Specialist to join our team. In this role, you will be the main bridge between our trading platform and our B2B clients—diagnosing complex technical issues, managing multi-channel support (Phone, Chat, Email)
Key Responsibilities
- Technical Troubleshooting & Bug Resolution: Research, diagnose, and resolve client’s issue by basic troubleshooting.
- Engineering Escalation: Replicate technical bugs, document log details, and collaborate with cross-functional Engineering, QA, and Product teams to track issues through to full resolution.
- Customer Engagement & Follow-Up: Respond promptly and empathetically to client inquiries, manage escalations with composure, and perform timely follow-ups.
- Account Value & Upselling: Maintain expert product knowledge to guide clients on platform workflows while identifying opportunities to recommend user seat add-ons and premium feature upgrades.
- CRM & Data Compliance: Accurately document all ticket histories, client interactions, and feedback in the CRM while adhering strictly to company data privacy and verification guidelines.
Requirements & Qualifications
- Experience: 2+ years in Technical Support, Application Support or a fast-paced B2B client-facing role.
- Education: Bachelor’s degree or equivalent work experience in customer service, sales, or related field.
- Technical Skills: Strong proficiency in troubleshooting web, apps, operating systems, and basic network connectivity.
- Tools Knowledge: Hands-on experience with CRM platforms, support systems (Intercom, MS Office Suite, Salesforce.
- Soft Skills: Exceptional written and verbal communication (ability to explain technical concepts simply), high empathy, strong multitasking, and a customer-first mindset.
Compensation
Salary will be commensurate with qualifications, experience, and industry standards.
Why Join Us?
- Opportunity to work with a growing organization in the diamond industry.
- Exposure to domestic and international markets.
- Collaborative and innovation-driven work environment.
- Career growth and leadership opportunities.
Key Skills :
Company Profile
Established in 1976, the Company is an international network of companies providing added-value services that support the development of ethical, transparent, competitive, and efficient diamond and jewelry markets.
We are a value-based organization that believes that business is about creating a better world – not just making money.
Apply Now
- Interested candidates are requested to apply for this job.
- Recruiters will evaluate your candidature and will get in touch with you.