Role Summary

The Senior Customer Support Specialist is responsible for driving end-to-end customer support operations with a strong focus on ticket management, SLA adherence, and client satisfaction.

This role acts as a key operational lead within the support function, managing support queues, coordinating with cross-functional teams via JIRA, and partnering closely with Implementation Managers to support client onboarding, troubleshooting, and user enablement. The role requires high ownership, strong communication, and a detail-oriented approach to ensure consistent, high-quality service delivery.

Key Responsibilities

1. Support Operations & Queue Management

• Own and manage the end-to-end support queue, ensuring timely triage, prioritization, and resolution
• Monitor ticket backlog and proactively balance workload across priorities
• Ensure all tickets are well-documented with clear problem statements, investigation details, and resolution steps
• Maintain high responsiveness and consistent communication across all support requests

2. JIRA Management & Cross-Functional Coordination

• Create, manage, and track JIRA tickets for escalations to Product, Engineering, Data, and Integration teams
• Ensure high-quality JIRA documentation including replication steps, logs, and supporting evidence
• Actively follow up with internal teams and drive resolution within committed SLAs
• Coordinate across teams to remove blockers and ensure timely closure of issues

3. Client Interaction & Issue Resolution

• Act as a primary point of contact for client support interactions
• Provide timely updates, manage expectations, and ensure clear communication on issue status
• Troubleshoot issues independently and guide clients through solutions
• Lead client discussions for high-priority issues and escalations

4. SLA Management & Reporting

• Own adherence to support SLAs (response & resolution time) across all tickets
• Track and report on key metrics including backlog, turnaround time, and defect trends
• Identify risks to SLA breaches and take corrective actions proactively
• Contribute to periodic SLA and support performance reporting

5. Implementation Support & Client Enablement

• Partner with Implementation Managers during onboarding, UAT, and hypercare phases
• Support issue resolution during client implementation cycles
• Participate in client calls to assist with troubleshooting, clarifications, and quick walkthroughs
• Provide on-demand user support and basic training to clients during early adoption

6. Quality, Governance & Continuous Improvement

• Ensure high standards of quality in ticket handling, documentation, and communication
• Identify recurring issues and drive root cause analysis
• Contribute to knowledge base, SOPs, and troubleshooting guides
• Recommend process improvements to enhance efficiency and reduce ticket volumes

Key Result Areas (KRAs)

• SLA Adherence: % adherence to response and resolution timelines
• Ticket Throughput: Volume of tickets managed and closed per cycle
• Backlog Management: Reduction and control of open ticket backlog
• Quality Score: Accuracy and completeness of ticket documentation
• Client Satisfaction: Responsiveness, communication quality, and issue resolution effectiveness
• Escalation Handling: Timely resolution of high-priority and critical issues

Required Skills & Competencies

Technical Skills

• Hands-on experience with JIRA, Zendesk, or similar ticketing tools
• Strong understanding of ticket lifecycle, escalation workflows, and SLA tracking
• Ability to document and analyze issues with structured problem-solving approach
• Basic understanding of SaaS platforms, data workflows, or enterprise applications

Core Competencies

• Strong ownership mindset with high attention to detail
• Excellent client communication and stakeholder management
• Ability to manage multiple priorities in a fast-paced environment
• Strong problem-solving and analytical thinking
• Effective coordination across cross-functional teams

Work Requirements

• Please note that the roles will operate in 24x7 rotational shifts with the following shift slots:
• Shift 1 (Day): 8:00 AM – 5:00 PM
• Shift 2 (Evening): 4:30 PM – 1:30 AM
• Shift 3 (Night): 11:30 PM – 8:30 AM
• Willingness to work in shift-based coverage, including night shifts as required
• Flexibility to support critical issues and high-priority client situations

Experience & Qualifications

• 3–5 years of experience in customer support, application support, or SaaS operations
• Experience in handling client-facing roles and working with cross-functional teams
• Bachelor’s degree in Engineering, IT, Commerce, or related field

About State Street

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We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you’ll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future.

As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.

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