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Product Support Executive(Freshers)

2 months ago

Anantapur, India InCred Financial Services Full time

Job Description

● Understand the working of the product(s), collaborate with product & engineering

teams

● Answer employee's technical questions/problems; providing appropriate workarounds

or solutions to the reported issues.

● Own employee's technical issues from initial report to resolution. Probe to understand

the reported issues.

● Meet response and resolution times. Ensure timely follow-up on Escalated issues.

● Provide prompt and accurate response over email/chat/ticket. Escalate to L2 support as

and when required.

● Proactively monitor any signs of outages. Alert L2 Engineers at the earliest.

● Collaborate with Technical Support team members to properly manage inquiries.

● Communicate with employees via support ticketing system/email/chat to assess the

scope of the problem and determine what, If any, resolution/steps the user has to

perform.

● Maintains logs of support services provided in the ticketing system. Document approval

where required.

● Prioritize and follow up effectively with an ability to pivot swiftly under pressure to

meet deliverables


Skills & Experience

● Prior experience in a Support environment will be an added advantage. Preferably

chat/email support.

● Basic understanding of financial terminologies will be an advantage.

● Must have good written and verbal skills

● Excellent ability to learn and articulate technical concepts

● Willing to work in a support environment and provide weekend coverage when needed.

● Ability to multitask in a fast-paced environment

● Ready to work in a rotating day shift between 9:30 AM to 10 PM.

● Hybrid Mode. It'll be 6 days working (incl. Weekends and holidays) (at par with Sales

hours)