Title: Customer Support Specialist / Application DBA
Department: Customer Support
Location: Hybrid in Chennai, India
About Aria Systems:
Aria provides a cloud-based monetization platform for subscription- and usage-based businesses. We eliminate billing bottlenecks and enable companies to rapidly introduce and evolve their offerings, bundles, and promotions.
We are seeking talented, passionate individuals with strong track records and relevant expertise to help us achieve our goals. Aria is a fast-moving company with a dynamic, collaborative culture where you can learn from your peers and make meaningful, visible contributions that benefit our world-class customers and partners.
Department Overview
The Customer Support team is responsible for helping customers successfully use Aria’s products and services by providing timely assistance, resolving issues, and ensuring a positive experience.
Position Summary
Reporting to the Customer Support Manager, you will provide functional, technical, and application support for the Aria Subscription Billing platform and its associated third-party integrations. Supporting clients, business partners, and internal teams, you will research and resolve application issues, investigate functional inquiries, and address related trouble tickets with accurate, timely, and comprehensive solutions that drive customer satisfaction, renewals, and referenceability.
You will be engaged throughout the entire customer lifecycle—partnering with Implementation Service Managers, Customer Success Managers, and Sales Engineers to support prospects and newly implementing clients, as well as delivering high-quality, end-to-end service to our production customer base.
This role requires strong verbal and written communication skills, excellent customer service, and proven problem-solving abilities. You must be able to analyze, research, and resolve moderately complex customer inquiries; translate functional requests into system requirements or enhancement requests; understand Agile development and software release processes (including basic code management and migration concepts); and work with relational databases. Knowledge of API processing, inputs, outputs, and structure, along with experience writing SQL queries and scripts, is required. Experience with XML, JavaScript, HTML, and SaaS applications is preferred but not mandatory.
Responsibilities
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Research Level 1, 2, and 3 support issues using the Aria UI and Aria database
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Diagnose and distinguish between client-side and server-side issues
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Troubleshoot problems, determine appropriate actions, test and document solutions, and escalate when necessary
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Work directly with clients to develop and validate new functionality
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Utilize SQL to query and analyze data
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Apply knowledge of API processing and use tools such as SOAP UI and Postman
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Provide first-level support via phone, email, and ticketing systems
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Deliver high-quality, professional customer service using active listening and effective problem-solving skills
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Build and maintain strong client relationships across varying technical skill levels
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Respond to customers within stated SLAs and with the appropriate level of urgency
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Keep clients informed throughout the issue lifecycle
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Create, manage, and maintain accurate tickets for customer requests and issues
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Track and document issues using systems such as Microsoft Dynamics and Jira
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Capture and document server-side issues thoroughly in ticketing software
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Perform other duties and responsibilities as assigned
Required Qualifications:
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3–5 years of experience in a customer support role
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Candidates must be willing to participate in a rotating night and weekend coverage schedule
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Strong customer service, communication, and interpersonal skills
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Bachelor’s degree in Computer Science, Information Systems, or an equivalent combination of education and experience
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Excellent written and verbal communication skills
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Ability to work effectively both independently and as part of a team
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Highly adaptable and comfortable in a dynamic, fast-changing environment
Aria Culture
Aria Systems fosters a flexible, rewarding, and close-knit work environment that encourages innovation and self-direction. As a fast-moving organization, we expect all employees to share a strong sense of urgency, learn and master new technologies quickly, and adapt to rapidly changing priorities. In return, Aria offers competitive salaries and benefits, attractive stock options, and a flexible, informal workplace culture.
Apply for this position directly on our website at https://www.ariasystems.com/careers/.
Please, no phone calls. Principals only; recruiters please do not respond to this ad.
