One of our reputed international clients in the Contact Center Technology (SaaS) industry is seeking a motivated Associate Support Specialist / Support Specialist to join their growing global support operations. The role focuses on resolving technical issues, managing support tickets, and ensuring seamless operation of their Video Contact Center products for clients worldwide.

The ideal candidates should be technically strong support professionals who can confidently engage with international clients, troubleshoot complex issues, and contribute to delivering exceptional customer experiences.

SALARY:Negotiable

KEY RESPONSIBILITIES:

• Receive, prioritize, document, and actively resolve technical issues arising from Contact Center products in production environments.
• Work alongside the Support Lead, take up assigned support tickets, probe issues, and provide resolutions within the agreed Turn Around Time.
• Perform technical troubleshooting on products implemented at customer sites via remote sessions or by coordinating with onsite engineers.
• Liaise with Product Development teams to support Tetherfi products deployed at customer sites across the globe.
• Deliver end-to-end resolutions on technical issues following product training.
• Travel to customer sites globally on a need basis to carry out support-related activities.
• Work flexible hours and across multiple time zones, particularly to accommodate India and USA operations.
• Report to the Customer Support Manager in Sri Lanka for project deliverables.
• Grow into the role of Account SPOC for global Tetherfi accounts over time.

REQUIREMENTS:

• Bachelor's degree in Computer Science, Software Engineering, or a related field.
• Good knowledge of Java and/or .NET.
• Good knowledge of Windows and Linux ecosystems.
• Good knowledge of Web and Application Servers such as Tomcat and IIS.
• Good knowledge of Web Basics, HTML, CSS, and JavaScript.
• Good knowledge of SQL.
• Strong ability to analyse application logs, SQL server logs, error logs, and event viewer logs.
• Strong troubleshooting and root cause analysis skills.
• Excellent written and verbal communication skills in English.
• Ability to prioritize and manage multiple tasks based on business needs.
• Attention to detail and a quality-oriented mindset.
• Strong sense of ownership, responsibility, and accountability.
• Experience in supporting CTI, IVR, PBX, or any Agent Desktop Application will be an added advantage.
• Prior experience handling production issues in a Contact Center environment will be an added advantage.
• Experience as an in-house or site engineer supporting application-based Contact Center products at Banks, Telcos, or similar enterprises is preferred.

BENEFITS:

• Competitive salary based on experience.
• Opportunity to work with a globally recognised Contact Center technology company.
• Exposure to international clients and cutting-edge SaaS solutions.
• Hands-on training in Tetherfi's product suite.
• Career growth opportunity to the level of Account SPOC for global accounts.
• Travel opportunities to customer sites across the globe.

TERMS & CONDITIONS:

• Standard company probation period applies.
• Candidates must be comfortable working flexible hours across global time zones, especially India and USA time zones.
• Occasional international travel may be required.

Manpower Lanka Solutions (Pvt) Ltd.

12A, Ridgeway Place, Bambalapitiya, Colombo 04.