Web Platform Support Specialist

BitsinglasscaIndiaFull Time

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Job description

About the role

Bitsinglassca is seeking a dedicated Web Platform Support Specialist to join our dynamic team in Pune, Maharashtra. In this full-time position, you will play a crucial role in ensuring the seamless operation of our web platforms, providing exceptional support to our users, and collaborating with various teams to enhance the overall user experience. Your expertise will contribute to the continuous improvement of our web services, making a significant impact on our clients and their satisfaction.

Key facts

Location: India

Engagement: Full-time

Salary: Competitive, commensurate with experience

Visa: Sponsorship available for qualified candidates

What you'll do

Provide first-level support for web platform issues, troubleshooting problems, and ensuring timely resolution to maintain high service levels.
Collaborate with cross-functional teams, including development and product management, to identify and address recurring issues and implement long-term solutions.
Monitor system performance and user feedback to proactively identify areas for improvement and recommend enhancements to the web platform.
Create and maintain comprehensive documentation of support processes, troubleshooting guides, and frequently asked questions to aid both users and team members.
Train and assist users in navigating the web platform, ensuring they have the necessary resources and knowledge to utilize the system effectively.
Conduct regular audits of the web platform to ensure compliance with best practices and security standards, reporting any vulnerabilities or concerns.
Engage with users through various channels, including email, chat, and phone, to provide timely and effective support while maintaining a positive user experience.
Analyze support tickets and user inquiries to identify trends and areas for improvement, contributing to the overall enhancement of the platform.
Participate in the development and implementation of new features, providing user insights and feedback to guide the design process.
Stay updated on industry trends and emerging technologies related to web platforms to continuously enhance your knowledge and skills.
Assist in the onboarding process for new team members, sharing best practices and insights related to web platform support.
Collaborate with the marketing team to ensure that any updates or changes to the web platform are communicated effectively to users and stakeholders.

Requirements

A bachelor's degree in Computer Science, Information Technology, or a related field is preferred.
A minimum of 2 years of experience in a technical support role, preferably in web platform support or a similar environment.
Strong problem-solving skills with the ability to analyze complex issues and develop effective solutions.
Excellent communication skills, both written and verbal, to interact with users and team members effectively.
Familiarity with web technologies, including HTML, CSS, JavaScript, and content management systems.
Experience with customer support tools and ticketing systems to manage user inquiries and track issues.
Ability to work independently and as part of a team, demonstrating initiative and a proactive approach to tasks.
Strong organizational skills with the ability to manage multiple priorities and meet deadlines in a fast-paced environment.

Nice to have

Experience with web analytics tools to monitor user behavior and platform performance.
Knowledge of SEO best practices and how they relate to web platform performance.
Familiarity with programming languages such as Python or PHP is a plus.
Previous experience in a customer-facing role, enhancing user satisfaction and engagement.

Skills & tools

Proficiency in using support ticketing systems and customer relationship management (CRM) tools.
Strong understanding of web technologies and frameworks, with the ability to troubleshoot and resolve issues effectively.
Familiarity with content management systems (CMS) and web hosting environments.
Basic knowledge of database management and SQL can be beneficial.

Practical notes

This position is based in Pune, Maharashtra, and requires a full-time commitment.
Candidates must be eligible to work in India, and visa sponsorship is available for qualified applicants.
The role may require occasional on-call support during weekends or holidays, depending on project needs.