AssetIntel

Customer Support Specialist

AssetIntel

full-time

Posted on:

Location Type: Remote

Location: India

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About the role

  • Become highly familiar with AssetIntel applications and workflows to support effective troubleshooting, issue documentation, and escalation
  • Assist with investigation and resolution of customer support tickets under guidance from U.S.-based team members
  • Contact users as needed to gather and document issue details, including clear steps to reproduce and supporting evidence, to support investigation and escalation by the U.S.-based team
  • Check new tickets against known issues and documented resolutions to reduce duplicate investigation
  • Escalate complex or domain-specific issues to U.S. support leads, track ticket status, and follow up to ensure timely resolution
  • Provide timely responses to customer inquiries during U.S. business hours
  • Assist in maintaining internal documentation and knowledge base articles
  • Document common issues, investigation steps, and resolutions for internal use
  • Support process improvements by identifying repeat issues and patterns

Requirements

  • Strong written and verbal English communication skills
  • Experience in customer support, technical support, or data-oriented roles
  • Comfort working with structured data (Excel, CSV, PDFs)
  • Strong attention to detail and ability to follow defined processes
  • Experience supporting SaaS or enterprise software products (preferred)
  • Familiarity with Zendesk or similar ticketing systems (preferred)
  • Experience supporting U.S.-based customers or distributed teams (preferred)
Benefits
  • Clear role boundaries and structured collaboration with U.S. teams
  • Opportunity to build technical and domain exposure over time
  • Remote role with stable, long-term engagement
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer supporttechnical supportdata-oriented rolesstructured dataSaaSenterprise software
Soft Skills
written communicationverbal communicationattention to detailprocess adherence