Technical Support Specialist L2
Smartsheet is seeking a Level 2 Technical Support Specialist to join their Customer Support team in Bangalore, India. This role involves addressing complex technical issues, collaborating with a team dedicated to delivering exceptional customer experiences, and contributing to the company's mission of empowering teams through innovative work management solutions.
The primary responsibilities include handling customer technical issues with urgency and ownership, troubleshooting using various tools and documentation, and identifying root causes to resolve cases. The specialist will also collaborate with colleagues to research and document investigations, share expertise to upskill team members, and work with customers through multiple channels such as email, phone, and chat. Additionally, the role involves contributing to internal and external documentation and managing other assigned responsibilities.
Candidates should have 3-4 years of experience in customer support, service desk, or technical support, with hands-on experience in web-based or SaaS applications. A strong understanding of browsers, operating systems, and networking concepts is essential, along with the ability to read and interpret complex error messages and logs. Proficiency with support tools and ticketing systems like Zendesk, Freshdesk, Salesforce, or Jira is required. Excellent written and spoken English communication skills, a customer-first attitude, and the ability to work in a fast-paced, metric-driven environment are also necessary. Flexibility to work rotational shifts, including evenings and nights, is expected.
Smartsheet offers a dynamic work environment with opportunities for professional growth and development. The company provides transportation for evening and night shifts and is committed to fostering an inclusive environment with equal employment opportunities. Joining Smartsheet means becoming part of a team that values innovation, collaboration, and empowering individuals to achieve their best work.