Product Support Specialist

2 weeks ago


Mumbai, Maharashtra, India CimpressVista Full time
Role, location, and experience

Job Role:
Tier 1 Support Specialist

Job Location:
India

Experience: 1 to 4 years

Responsibilities:

  • Monitor incoming support request channels, including chat, email, and ticketing systems.
  • Respond to customer requests within SLA, resolving when possible and triaging, routing, and escalating to Tier 2 as appropriate.
  • To ensure the tickets associated with support thread are duly updated with appropriate values.
  • Use of reporting tools to analyze ticking data and identify scope of improvement with respect to Response and Resolution SLA's.
  • Operate outbound customer communications about global issues and major incidents by following standard procedures.
  • Work effectively remotely (i.e., from one's home), including with a reliable internet connection.

Shifts:
The Tier 1 team operates 24x5, with three shifts and a shift allowance

The shifts are:
Morning: 4:30 am to 1:00 pm IST
Afternoon: 12:30 pm to 9:00 pm IST
Night: 8:30 pm to 5:00 am IST
In future, night shift will not be handled by India.

"Must have" skills and qualifications:

Ability to communicate verbally and in writing:
a. In English, well enough to be understood by non-native speakers.
b. In both technical language with software development teams and customer language with customers.

  • An interest in technology and helping people.
  • Ability to learn detailed knowledge of our applications and our customers, to be able to help replicate an issue, pinpoint the problem
area, and suggest workarounds.

  • Should be aware of basic internet concepts like HTTP, authentication, networking, APIs, browsers and cookies, client-server
relationships, and e-commerce websites with checkout.

  • Ability to work independently and apply good judgment.
a. Frequently without face-to-face/video contact with customers, teammates, and service providers.
b. Often by searching for and referencing documentation.

  • Must have a working knowledge of web calls made via browsers.
  • Expertise with SQL query.
  • Should have work on tools such as Jira, Confluence.
  • Stay on top of the latest technology trends and advancements to provide the best possible support to our clients.
"Nice to have" skills and qualifications:

  • Ability to comprehend technology, especially a RESTful JSON microservices environment.

General technical skills, including things like:
a. Ability to read error messages and stack traces.
b. Ability to query APIs using Swagger, Postman, cURL, or a scripting language.

  • Good technical writing skills, in English, including creating diagrams.
  • Prior experience in technical help desk or technical customer service, including use of ticketing systems.
  • An interest in solving puzzles and good memory and recall.


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