Job Title: Technical Support Specialist
Location: Surat / Mumbai
Experience: 2–5 Years
Employment Type: Full-Time
About Us
Diamonds On Call is a fast-growing B2B online diamond marketplace connecting suppliers and buyers globally. As we expand across international markets, we are looking for a proactive Technical Support Specialist to help onboard clients and provide exceptional technical assistance.
About the Role
We're looking for a Technical Support Specialist to onboard customers and suppliers, provide technical assistance, and ensure a seamless experience on our B2B marketplace platform.
Key Responsibilities
Onboarding Process:
- Facilitate the onboarding of new suppliers in the marketplace in accordance with established processes.
- Facilitate the onboarding of customers on technical side for API , plugin etc
- Assist clients in understanding and navigating the onboarding requirements for products and pricing.
End-to-End Onboarding Journey:
- Manage the entire clients onboarding journey, including inventory upload, inventory verification, and providing necessary technical support.
- Ensure a smooth and efficient onboarding process addressing any technical challenges they may encounter.
Technical Assistance:
- Provide technical support to new and existing clients in using our marketplace.
- Assist clients with troubleshooting technical issues and guide them in optimizing their use of the platform.
Query Management:
- Manage and address queries promptly and effectively.
- Collaborate with cross-functional teams to resolve technical issues raised by clients
CRM Management:
- Record and maintain accurate and up-to-date information in the Customer Relationship Management (CRM) system.
- Document interactions, ensuring a comprehensive view of the clients relationship.
Meetings and Reports:
- Organize and participate in meetings with clients to address concerns, provide updates, and gather feedback.
- Generate and present reports on clients onboarding progress, technical support trends, and issue resolution.
Requirements
- 2–5 years of experience in Technical Support, Customer Success, or Onboarding.
- Familiarity with APIs, integrations, and CRM tools.
- Strong communication and problem-solving skills.
- Ability to manage multiple client accounts effectively.
Why Join Us?
- Competitive salary
- Career growth opportunities
- Exposure to global clients
- Dynamic and collaborative work environment
Pay: ₹300,000.00 - ₹600,000.00 per year
Benefits:
- Health insurance
- Life insurance
- Paid sick time
- Provident Fund
Application Question(s):
- Have you used any CRM tools such as HubSpot, Zoho, Salesforce, or similar?
- Have you conducted client onboarding and training sessions?
- Do you have experience supporting B2B SaaS, Marketplace, or Technology products?
- Briefly describe a technical issue you resolved for a customer and how you approached it.
Work Location: In person
