Technical Support Specialist

2 weeks ago

Mumbai Metropolitan Region, India Intelligence Node Full time

Intelligence Node is an AI-driven price and competitive intelligence platform that empowers businesses to drive product-level profitability and grow margins. With unmatched accuracy and speed, we detect market micro-movements and amplify these signals above the day-to-day data noise so that retailers and brands can make decisions in minutes, not days or weeks.

At Intelligence Node, we are on a mission to provide retailers and brands the most accurate picture of the online buying experience, so they can compete and win in the age of Amazon. We are funded by top Venture Capitalists and Angel Investors, are scaling rapidly, and feed the growth of more than $600 billion in retail revenue globally.


We are proud to be the solution of choice for category leaders like Lenovo, Nestle, Lidl, Clos19, Prada, Li & Fung, and many others. We are a purpose-driven company built on three core values: make amazingly great products, stay laser-focused on the customer experience, and value the lives of our employees. We strongly believe that our dedicated and highly skilled employees make the company and their growth and development is as important to us as the success of our company. We're innovators, developers, growth hackers, rebels, and retail savants working together to revolutionize how retail does business. If you like the idea of working in a dynamic, hyper-growth workspace on cutting-edge retail-tech products that make real global impact, then we want to get to know you


What sets us apart:


Precision at Scale: Offering an unbeatable 99% product matching accuracy

Insightful Comparisons: Delivering real-time price and product comparison

Unmatched Database: Boasting of the industry’s largest retail repository of 3 billion+ SKUs

Cutting-edge Technology: Powering retail with proprietary AI and patented similarity engine

Universal Solutions: Offering channel and language-agnostic solutions

Market Leading Analytics: Providing AI-driven content optimization and digital shelf analytics

We believe in the power of our people, recognizing that the growth and development of our talented team are as vital as the company's success. Our culture is built on the dedication and expertise of our employees, where innovation and ambition are celebrated.

We're innovators, developers, growth hackers, rebels, and retail savants working together to revolutionize how retail does business. If you like the idea of working in a dynamic, hyper-growth workspace on cutting-edge retail-tech products that make a real global impact, then we want to get to know you


Responsibilities:

As a Technical Support Specialist, you will be the first point of contact for our customers, and you will be able to help them through written channels. You will play a crucial role in ensuring customer satisfaction and maintaining the high quality of our products.


Responsibilities:


Provide first-level support to customers via written channels, escalating complex issues to higher-level support teams as necessary.

Guide customers through detailed troubleshooting processes for our range of products.

Efficiently track and manage customer inquiries, guaranteeing timely and precise responses.

Document and report on customer interactions and feedback to improve our support services.

You can continue to expand your knowledge of our products and support procedures to provide the best possible service.


Support Policy Availability:

Our support policy is available to all customers who have purchased our products or services and is accessible through our website. Customers can review the support policy to understand their entitlements, service levels, and contact information for technical support.


Desired profile of the candidate:

Proven experience of 3yrs - 4yrs in providing customer support to US-based customers, particularly for software products. Experience with mobile phone support is advantageous.

Exceptional written communication skills with the ability to remain friendly, accommodating, and courteous at all times.

A keen eye for detail, thoroughness in task execution, and an organized approach to work.

A responsible and dependable team player who can work independently.

Fluent in written English, with proficiency in spoken English being a significant plus, as voice support may be required.


Work Timings:

The Technical Support Specialist will have to work in shift timings from 6:00 PM to 3:00 AM.

This schedule is designed to ensure adequate coverage during peak support hours and to accommodate customers in different time zones.

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