About The Client: An American multinational computer software company incorporated in Delaware and headquartered in San Jose, California. They specialize in software for creating and publishing a wide range of content, including graphics, photography, illustration, animation, multimedia/video, motion pictures, and print.
About The Job:
We're hiring an Account Support Specialist to join our team at client location.
You'll work closely with our Named Account Manager team (NAMs) and Customer Advisory teams to manage inbound account questions, coordinate escalations, and drive timely follow-through across internal teams.
This operational role focuses on clarity, responsiveness, and consistency across a defined set of managed accounts (no direct account ownership or strategy).
Essential Job Functions:
Triage inbound account requests and escalation of tickets; ensure clarity and completeness before routing.
Monitor and manage designated slack channels and other triage queues.
Route issues to the right internal teams and track progress to resolution.
Maintain and improve internal documentation, FAQ content, and standard response templates.
Identify recurring themes, process gaps, and opportunities for operational improvements; sharing insights with stakeholders
Ensure consistent operational practices to reduce friction and improve NAM response quality.
Create renewal documents and send out to customers ahead of their renewal
Helping with data input and validation on Advisory Cases
Qualifications:
Fast, accurate routing of requests with clear next steps documented.
Reduced repeat escalations and improved SLA adherence to managed accounts.
Up-to-date, actionable documentation that shortens resolution time.
Strong cross-functional collaboration and timely status updates for NAMs.
2-4+ years in operational support, customer support, escalation coordination, or cx roles.
Excellent written communication - specially in chat-first tools (slack).
Strong organization skills and attention to details; ability to manage multiple requests simultaneously.
Comfortable working with incomplete information and structuring clear next steps.
Proven ability to collaborate with cross-functional teams across time zones.
Customer-first mindset and focus on delivering high-quality support in a fast-paced matrixed environment.
Experience in Gainsight and Dynamics365 CRM a plus but not required
Meaningful impact supporting strategic accounts and enabling NAM productivity.
Collaborative, global team and opportunities for growth in operations or customer-facing roles.
Structured onboarding and documentation-driven environment.
Hours:
overlap with US business hours required. This is a night shift role.
How to Apply: Interested candidates are encouraged to respond/submit their updated resumes, and for additional job opportunities, please visit Jobs In India - VARITE.
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About VARITE: VARITE is a global staffing and IT consulting company providing technical consulting and team augmentation services to Fortune 500 Companies in USA, UK, CANADA and INDIA. VARITE is currently a primary and direct vendor to the leading corporations in the verticals of Networking, Cloud Infrastructure, Hardware and Software, Digital Marketing and Media Solutions, Clinical Diagnostics, Utilities, Gaming and Entertainment, and Financial Services.
Equal Opportunity Employer: VARITE is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, veteran status, or disability status.
