Operations Specialist: Technical Support

Position Responsibilities:

Provide second-level technical support for users of Talent Acquisition technologies such as Applicant Tracking System (ATS), Candidate Relationship Manager (CRM), Career Site/Portal, Vendor Management System (VMS), LinkedIn, and other AI platforms such as Paradox (chatbot).

Troubleshoot and resolve user access issues within the applications, ensuring timely resolution to minimize downtime.

Investigate and resolve basic technical issues encountered by users, within the applications or other external errors.

Collaborate with other support teams to escalate complex issues and ensure efficient problem resolution.

Document all support interactions, including issue details, troubleshooting steps, and resolutions, in the support ticketing system within expected Service Level Agreement (SLA) timeline.

Contribute to the development and maintenance of knowledge base articles and documentation to empower users to resolve common issues independently.

Proactively identify trends or recurring issues and recommend improvements to enhance user experience and application stability.

Participate in cross-functional teams to support ongoing projects and initiatives related to application management and user support.

Requirements:

Bachelor's degree in computer science, Information Technology, or related field, or equivalent work experience.

4+ years of experience in technical support or helpdesk role, preferably supporting ATS, CRM, VMS, and other Talent Acquisition applications.

Proficiency in troubleshooting technical issues within web-based applications, including user access management and basic functionality.

Strong analytical and problem-solving skills, with the ability to diagnose and resolve complex issues efficiently.

Excellent communication skills, both written and verbal, with the ability to articulate technical concepts to non-technical users.

Demonstrated understanding of Talent Acquisition workflows and the importance of the candidate experience.

Proven ability to work effectively in a fast-paced environment, prioritize tasks, and manage multiple priorities simultaneously.

Customer-focused mindset with a passion for delivering exceptional service and support to users.

Relevant certifications (e.g., ITIL, HDI) are preferred.

Shift timings - 3am to 12 pm only

Work mode - Hybrid ( 1 week work from office and 3 weeks work from home)

Location - Bangalore & Pune

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