Job Description

L2 Support Specialist – Customer Support (SaaS)

Location: Bangalore, India (Office-based / Hybrid)

Shift: Willingness to work in rotational shifts including evening/night to support global customers. Transport provided

At Smartsheet

Smartsheet is looking for a Level 2 Support Specialist who will be responsible for tackling complextechnical issues. . Successful individuals in this role will enjoy troubleshooting, testing, and documenting complicated and often unique technical issues. This position requires a highly motivated individual who can collaborate in an environment that fosters knowledge sharing and rapid problem-solving in order to resolve customer technical issues efficiently.At Smartsheet Support we empathize and empower others with expert engagements and are the first line of response for our customers to fix issues, share best practices, and advocate for users. Our teams of experts are aligned to various domains of knowledge, promoting the most effective and expedient customer resolution.

You will report to a Support Team Manager. This role is in office.

Transportation: Company provided for evening & night shifts.

Job Responsibilities

• Handle customer technical issues with a high sense of urgency and ownership while
• keeping stakeholders appropriately apprised of the investigation
• Troubleshoot issues using internal & external documentation, analyze log files, use various
• tools and other resources to identify root causes and resolve customer issues
• Contribute to your team’s goals by thoroughly researching, testing, and documenting your
• investigations as you collaborate with colleagues to help them progress their cases as well
• as your own
• Share your expertise, provide guidance on troubleshooting techniques, and help upskill
• your colleagues
• Work with customers through a variety of channels including email, phone, and chat
• Empower our customers by helping them troubleshoot and/or understand the capabilities
• of the platform & advise best practices
• Work closely & collaboratively with colleagues on a daily basis to help research and resolve
• the most complex customer impacting issues
• Contribute to internal & external documentation
• Manage other responsibilities as assigned

Required Skills

• Technical or customer support experience, or equivalent
• Ability to demonstrate empathetic and confident issue ownership, assuring customers that
• if you can't solve their problem, you will ensure they are directed to the right resource
• Confidence and strong interest in problem solving
• Excellent written, verbal, and interpersonal communication skills
• Ability to work independently or collaboratively in a fast-paced environment
• Working knowledge of assigned feature strongly preferred
• A firm grasp of and comfort using cloud applications
• Desire and aptitude to quickly ramp up on new technologies, languages, and frameworks●
• Willingness to engage on complex matters
• Comfortable working in ambiguous situations with little to no direction
• Flexibility in your working hours as this position will require work outside of standard
• business hours.

Technical Skills (Must Have)

• Hands on experience and understanding of web-based/SaaS applications
• Familiarity with browsers, operating systems, and networking concepts
• Ability to read and understand intermediate to complex error messages and logs
• Experience in leveraging support tools and ability to learn new tools and technologies quickly
• Basic proficiency with spreadsheets and documentation tools
• Experience using or exposure to ticketing systems (Zendesk, Freshdesk, Salesforce,
  Jira, or similar)

Customer Support Skills (Must Have)

• 3-4 years of experience in customer support, service desk, or technical support
• Strong written and spoken English communication skills
• Ability to explain simple technical concepts clearly
• Customer-first attitude with empathy and patience
• Good problem-solving and analytical thinking
• Ability to multitask and manage multiple tickets
• Willingness to work in a fast-paced, metric-driven environment