Job Title: Digital Support Specialist
Experience: 4-6 years
Location: Pune
Position Overview
The Digital Support Specialist is responsible for providing operational support and customer service across the organisation’s portfolio of digital solutions and business applications.
The role focuses on maintaining service quality, supporting users, managing incidents and requests, resolving issues, and ensuring digital solutions continue to meet business needs following implementation.
This role requires strong communication, problem-solving, and organisational skills, with the ability to build positive stakeholder relationships and provide support across multiple applications and projects.
Key Responsibilities
User Support & Customer Service
Act as a point of contact for users requiring assistance with digital solutions and business applications.
Deliver a professional, responsive, and customer-focused support experience.
Respond to user enquiries (tickets), incidents, and service requests in a timely manner.
Provide guidance, troubleshooting assistance, and functional support to business users.
Maintain regular communication with stakeholders regarding the status of requests and incidents.
Build positive relationships with users and support a culture of excellent customer service.
Incident, Request & Ticket Management
Manage support activities through the customised Service Now ticketing platform.
Log, triage, prioritise, assign, and monitor incidents and service requests.
Ensure tickets are progressed and resolved within agreed service levels.
Escalate issues where necessary and coordinate resolution activities across support and technical teams.
Maintain accurate records of incidents, resolutions, and support activities.
Monitor support trends and identify recurring issues requiring further investigation or improvement.
Application & Operational Support
Provide day-to-day operational support for digital platforms and business applications.
Support user access requests, permissions management, and system administration activities where required in accordance with policies and procedures.
Assist with application configuration changes and routine maintenance activities.
Perform data validation and quality checks when required.
Support operational readiness activities for new solutions transitioning into support.
Knowledge Management & Documentation
Develop and maintain support documentation, user guides, and standard operating procedures.
Create and maintain knowledge articles to assist users and support teams.
Document common issues, resolutions, workarounds, and support processes.
Contribute to the ongoing improvement of support resources and documentation standards.
Run Operations & Continuous Improvement
Contribute to the effective operation of the Run function across supported applications and platforms.
Identify opportunities to improve support processes, user experience, and service quality.
Support root cause analysis activities for recurring incidents and service issues.
Assist in developing support metrics, reporting, and operational insights.
Contribute to the continuous improvement of support frameworks, procedures, and service delivery practices.
Promote best practices for sustainable and supportable digital solutions.
Key Skills & Capabilities
Customer Service & Communication
Excellent written and verbal communication skills.
Strong service focus and stakeholder management capability.
Ability to communicate effectively with both technical and non-technical users.
Strong organisational and follow-up skills.
Support & Problem Solving
Experience supporting business applications and digital solutions.
Strong troubleshooting, analytical, and problem-solving skills.
Ability to manage competing priorities and multiple support requests.
Strong attention to detail and commitment to quality outcomes.
Collaboration & Delivery
Ability to work independently and as part of a team.
Experience working within support or operational service environments.
Commitment to continuous improvement and knowledge sharing.
Desirable Skills
Experience using ticketing or service management platforms such as Dash.
Experience supporting Microsoft 365, SharePoint, Power Platform, or similar business applications.
Understanding of incident, problem, and request management processes.
Exposure to testing, release support, or digital project delivery.
Experience working within Agile or digital delivery environments.
