Web Platform Support Specialist

Job Title: Web Platform Support Specialist

Location: Pune / Mohali / Hyderabad

Department: Web Platform Team

Job Summary:

The mission of the Web Platform Support Specialist is to provide digital expertise, guidance, and support toward business areas, corporate units, customer centers, brands, and other stakeholders. You will work closely with web managers, editors, and reviewers to support the Group's digital vision and business communication strategy.

Responsibilities and Objectives

• Assist and guide internal clients (editors, reviewers) with the Web Content Management System to create, edit, manage, and publish digital content across all company websites.

• Ensure excellent customer service by handling all requests and issues with respect to customer needs, with the right quality and in a timely manner.

• Safeguard daily operations in process-related applications (e.g., SDL Translation Management System, ServiceNow, Jira, Adobe Analytics, Hotjar, Confluence, Apsis, UniFlip, ThousandEyes, Google Tag Manager, etc.).

• Test new functionalities before their release to the production environment and perform bug-testing.

• Anticipate and prevent issues; take measures to avoid repeating errors.

• Report status of work in progress and escalate risks to the Team Lead.

• Create, maintain, and advocate for process and system-related documentation in knowledge bases; ensure methodologies are followed.

• Drive or participate in ad-hoc projects, launches of new websites, and improvement initiatives.

• Provide training where necessary and support knowledge-sharing webinars.

Requirements

• Excellent command of written and spoken English.

• 1 year of experience in the digital area, customer service, or helpdesk.

• Computer literacy and familiarity with Microsoft Office apps.

• Experience with WYSIWYG editors and familiarity with HTML is a plus.

Education

• Preferably a university degree.

Personality Traits

• Strongly customer-oriented, service, and business-minded.

• Eagerness to learn new things and technologies; curious mindset.

• Ability to adapt to changing priorities; well-organized and systematic.

• Pro-active and result-driven approach.

• Ability to present to various audiences.

• Process-oriented, independent worker, and team player.

• Very attentive to details.

• Ability to follow processes and write documentation.