SplashData
Website:
splashdata.com
Job details:
Company Description:
SplashData is a leading provider of security and productivity software applications for mobile professionals and business and enterprise customers. Its flagship product, SplashID, has been the #1 cross‑platform password manager for over a decade, available on iOS, Android, Windows, Mac OS, and the web. The company focuses on helping users protect sensitive information and streamline their digital workflows. Applicants can expect to work with established, widely used products in the cybersecurity and productivity space. SplashData values reliability, usability, and strong customer relationships.
Role Description:
We are seeking a motivated Customer Support Engineer to join our team in Pune. In this role, your primary focus will be on ensuring high-quality support and satisfaction for all our SplashID products. You will be responsible for handling end-user support needs, managing tickets, communicating effectively with users, and occasionally engaging in direct customer interaction to understand and resolve complex, deep-seated issues. You will be the voice of the user and ensure their experience with SplashID products remains seamless.
Key Responsibilities:
- Support Management: Handle incoming end-user support tickets, troubleshooting issues and providing timely solutions for our SplashID product suite, including SplashID Pro 9, SplashID Classic, and SplashID Safe.
- Customer Communication: Communicate professionally with customers to explain technical solutions, provide guidance, and gather necessary information for issue resolution.
- Deep-Dive Analysis: Conduct direct customer interactions to investigate and understand complex technical issues, ensuring root causes are identified and addressed.
- Cross-Functional Collaboration: Work closely with the engineering and product teams to relay user feedback, document common pain points, and contribute to overall product improvement.
- Issue Tracking & Documentation: Maintain accurate records of support interactions and resolutions, ensuring all tickets are resolved in compliance with service level agreements.
Required Skills & Qualifications:
- Experience: 1–3 years of professional experience in customer support, preferably in a technical or software-related environment.
- Communication: Excellent verbal and written communication skills, with a focus on empathy, clarity, and patience.
- Problem Solving: Strong analytical skills with the ability to troubleshoot technical problems efficiently.
- Familiarity with Support Tools: Experience using ticketing systems (e.g., Zoho Desk, Zendesk, Jira, or similar) to manage customer queries.
- Work Authorization & Presence: Must be located in or willing to relocate to Pune and be able to work from our Pune office at least 2 days a week.
Nice-to-Have Skills:
- Previous experience supporting password management or security software.
- Ability to identify product improvements based on customer feedback trends.
Location:
Pune, India (Hybrid role: minimum of 2 days per week in-office)
Candidates available to join immediately will be given priority.
Click on Apply to know more.