Jobs

Technical Support Specialist

Company Overview

We are a dynamic B2B SaaS startup disrupting the travel industry with innovative management solutions. Sembark developed a game-changing Saas platform for tour operators and destination management companies (DMCs), offering cutting-edge tools to streamline internal tasks and tour operations with enhanced customer experiences.

Our innovative tools slash turnaround time by 80%, unleashing 40% greater operational productivity, and 90%t on-time payments.

We are a bootstrapped, profitable startup based out of Jaipur, India. You can visit our website to learn more about us. We are a bunch of serial entrepreneurs out of IIT Kanpur & NIT Kurukshetra.

Position Details

Position:Technical Support Specialist
Location:Jaipur
Job Type:Full-time and Work from Office

Responsibilities:

Technical Support & Issue Resolution

  • Handle client queries via WhatsApp, email, and Google Meet.
  • Troubleshoot technical issues and escalate complex problems to the development team.
  • Track and improve response times and customer satisfaction.

Self-Service & Knowledge Base Development

  • Create FAQs, knowledge base articles, and video tutorials to assist clients.
  • Develop structured documentation for common troubleshooting scenarios.
  • Work with the Customer Success team to identify recurring issues and optimize self-service content.

Automation & Chatbot Implementation

  • Implement and maintain a chatbot for instant responses to common queries.
  • Analyze chatbot interactions to improve accuracy and effectiveness.
  • Integrate automation tools with the existing support workflow.

Escalation & Support Optimization

  • Design and document an escalation matrix for support tickets.
  • Collaborate with internal teams to optimize issue resolution processes.
  • Assist in setting up a ticketing system for structured query management.

Requirements:

  • Strong verbal and written communication skills.
  • Patience and a customer-centric attitude.
  • Proactive approach in troubleshooting and improving support efficiency.
  • Basic IT skills, including proficiency with MS Office, exposure  to popular meeting tools and CRM systems.
  • Ability to travel for client support when necessary.
  • Previous experience in customer support or a related field is a plus.

Benefits:

  • Competitive salary and performance-based bonuses.
  • Opportunity to work with a dynamic and innovative team in a fast-growing startup environment.
  • Chance to work directly with CXOs and set up the core business development vertical for the organisation.
  • Continuous learning and development opportunities.

Apply

Join us at Sembark Tech and be a part of a dynamic team dedicated to transforming the travel industry!

Apply for this job

Questions about the careers should be sent to support@sembark.com