Software Support Representative

Job Description – Software Support Specialist ( Rotational Night Shift )

Location : Vadodara (On-Site)

What You Will Be Doing

Act as the first point of contact for clients, ensuring first call resolution by troubleshooting and resolving issues effectively.

Listen carefully to client concerns, educate them on solutions, and prevent recurring issues by reviewing their accounts and providing guidance.

Deliver engaging, responsive, and timely support via phone and email to consumer clients, sales teams, and internal stakeholders.

Maintain ownership of client issues through to resolution, even when coordinating with other teams.

Collaborate with sales to resolve consumer issues, playing an active role in client retention.

Build and maintain a strong knowledge of Autotrader products and services, along with organizational processes, policies, and systems.

Adapt to changing responsibilities and contribute to special projects or assignments to support team and company objectives.

What We’re Looking For

1–3 years of experience in a technical or client support function (SaaS environment preferred).

Familiarity with helpdesk ticketing systems (ZenDesk experience a plus).

Strong problem-solving skills with the ability to troubleshoot quickly and effectively.

Excellent communication skills – verbal, written, email, and phone.

Ability to collaborate across departments including Development, Product Management, and Customer Onboarding.

High energy, enthusiasm, initiative, and a professional approach.

Strong organizational and planning skills; self-motivated with a willingness to learn.

Proficiency in Excel fundamentals (preferred).

Knowledge of Accounting & Audit is a plus.

Bachelor’s degree or equivalent combination of education and experience.

Comfortable working in Pacific Time Zone schedules.

What We Offer

Transportation allowance

Canteen subsidy

Night shift allowance (as per process)

Schedule attendance bonus

Health insurance

Tuition reimbursement

Incentive components (campaign-wise)

Work-life balance initiatives

Rewards & recognition programs

Internal career growth through IJP (Internal Job Postings)