Technical Support Specialist at fabric · Remote only · 3 - 7 years · ₹3L - ₹10L / yr · Raised funding · Remote only · Posted 18 Nov 2020

Job Title: Technical Support Specialist
Department: Customer Support > Engineering
Reports to: Technical Support Team Lead
Location: Remote | India
Summary: The Technical Support Specialist is responsible for ensuring that our customers’ needs are met and issues are responded to and resolved in a timely manner. This role acts as a first point of contact for customers that are experiencing a problem with their implemented instance of any of Commerce Fabric’s products. The Technical Support Specialist responds to customer inquiries via phone, email and Slack. You will join a dynamic team where you will be given the opportunity to expand your skills within a wide range of front-end web technologies such as HTML, CSS and JavaScript.
Responsibilities: The Technical Support Specialist is responsible for intaking customer requests via phone, email and slack and ensuring effective communication and resolution with the customer by working with internal teams. The Technical Support Specialist will uphold Commerce Fabric’s service level agreements and keep the customer informed of progress on their issue, as it is being resolved. Your days will include interacting with clients to inform them on how to use our software, troubleshooting issues, and acting as a link between our Customer Experience Team and our Development and Product Team as you follow issues from the first report to resolution.
- Provide excellent customer service to Commerce Fabric’s customers
- Handle a high volume of inbound calls/emails/messages with an emphasis on service to Commerce Fabric’s customers
- Updates Account Manager with any escalated issues
- Highlights any consistent issues and themes to Technical Support Team Lead
- Provide top-notch support, and service to customers, through phone calls, in-person interaction, email, and our ticketing systems.
- Take assignment of technology support requests, and own those through resolution - calling on assistance from teammates and other resources as needed, but maintaining overall responsibility for tickets.
- Troubleshooting technical errors with a modern web-based application
Qualifications:
- Full-time bachelor’s degree
- 2-4 years of customer-facing experience with global customer exposure in a technical support role
- Ability to work in shifts outside normal business hours
- Excellent written and verbal communication skills in English with an ability to build relationships.
- Experience working with different operating systems including Windows and Mac OS
- Experience with ticketing systems Zendesk and JIRA
- Ability to work independently
- Ability to prioritize and manage several milestones and projects efficiently

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Experience: 6–8 Years
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Industry: Pharma / Cleanroom Equipment / Process Equipment / HVAC / Turnkey Projects
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Reporting To: Managing Director
We are looking for an experienced and result-oriented Sr. Manager – Sales & Marketing to drive project-based sales and business development in the pharma, cleanroom and engineering solutions industry.
The role involves end-to-end sales responsibility, from lead generation and client engagement to commercial negotiation, order closure, project coordination and post-sales support.
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- Generate new business opportunities across pharma, cleanroom equipment and process equipment sectors.
- Identify and develop a strong sales pipeline through networking, market research and industry connections.
- Build and maintain strong relationships with clients, consultants and key decision-makers.
- Understand customer technical and commercial requirements and coordinate with technical teams to propose suitable solutions.
- Conduct client meetings, presentations and product/solution demonstrations.
- Lead commercial negotiations including pricing, payment terms and contract finalization.
- Manage the complete sales cycle from lead generation to order confirmation and closure.
- Coordinate with Engineering, Logistics, Finance and other internal teams for timely project execution.
- Monitor project progress and proactively resolve customer/project-related issues.
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- Track market trends, competitor activities and new business opportunities.
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- Bachelor's degree in Engineering, Business Administration, Marketing or a related field.
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- Experience in one or more of the following industries is preferred:
- Pharma / Pharmaceutical
- Cleanroom Equipment
- Process Equipment
- HVAC
- Turnkey Projects
- EPC / Engineering Solutions
- Strong understanding of the complete B2B project sales cycle.
- Excellent communication, presentation and negotiation skills.
- Strong client and consultant relationship management skills.
- Good project coordination and problem-solving abilities.
- Experience with CRM tools such as Salesforce is preferred.
- Proficiency in MS Office.
- Willingness to travel extensively for client meetings and project visits.
Key Competencies
- Result-oriented and target-driven
- Strong business development mindset
- Excellent negotiation skills
- Strong client relationship management
- Problem-solving ability
- Project coordination skills
- Attention to detail
- Self-driven and proactive
- Ability to work independently and collaboratively
- Adaptability and strong commercial acumen
Ideal Candidate
The ideal candidate will have strong experience in B2B project-based sales, preferably within Pharma, Cleanroom, HVAC, Process Equipment, EPC or Turnkey Projects, with proven capability in business development, commercial negotiations, client management and project coordination.
Interested candidates can apply with their updated CV.
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