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Application Support Specialist

2 months ago

Thrissur, India Electronikmedia (EM) Full time

Company Description

Electronikmedia is a revolutionary digital solutions company based in South India, dedicated to pushing boundaries and changing the status quo. Our services include product development, mobile app development, custom application development, and software testing services. We also offer staff augmentation and quality assurance services, with a focus on industries such as education, finance, and real estate. We are constantly exploring cutting-edge technologies like IOT, AI, and Machine Learning to enhance our offerings.


Role Description

This is a full-time remote role for an Application Support Specialist at Electronikmedia. The role involves providing technical chat support, troubleshooting application issues, and communicating effectively with clients and internal teams to ensure smooth operations.


Application Support L1 / L2


·      Communicate with customers over email, chat, and phone

·      Triage Inbound Support tickets by categorizing them according to predefined requirements

·      Manage and resolve Tier 1 & 2Tickets, escalate Tier3 tickets to Tier 3 team

·      Work with the QA team to create knowledge articles for the customers.

·      Become a product expert and provide customers with best practices on product usage.

·      Bring your creative thinking, strategies, and ideas to advance growth

·      Learn from others and develop yourself as a customer service professional



Qualifications for a Technical Chat Support


·     Minimum  6 months- 2 years of experience in a successful customer support role in a B2B / SaaS company/ Customer Support

·      Tech Savy – Must Have

·      Have excellent written and verbal communication skills in English

·      Available to work in rotating Off's to support 7 days a week – 8:00 am to 5:00 pm IST - Day Shift

·      Familiar with Microsoft Office Tool

·      Someone who enjoys talking to people

·      A great communicator who can easily explain complex issues via chat

·      Have a customer-focused attitude and put customers first in all interactions

·      Goal-oriented, motivated, and able to adapt quickly

·      High level of organization and great attention to detail

·      Uses a great sense of humor to overcome any obstacle

·      Managing and resolving support tickets is a breeze for you

·  Can start ASAP