Product Support Specialist
2 weeks ago
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
- Should be aware of basic internet concepts like HTTP, authentication, networking, APIs, browsers and cookies, client-server
- Ability to work independently and apply good judgment.
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.
- 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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