Jr. Product Support Specialist

4 days ago

Mumbai, India Aunalytics Full time

Position Overview

The Jr. Product Support Specialist is responsible for managing and resolving Tier 1 data delivery issues and support requests, ensuring timely responses and adherence to SLAs. This role involves monitoring active-hours alerts, addressing support items efficiently, and escalating issues when necessary to maintain data pipeline reliability. The Specialist is expected to track and manage individual quarterly goals, participate in continuous improvement tasks and training, and contribute to documentation for support team knowledge. Proficiency in tools such as AutoTask, OpsGenie, and Palo Alto Firewall/VPN whitelisting is essential for executing daily tasks. By maintaining strong engagement, effective issue resolution, and continuous learning, the Junior Product Support Engineer plays a critical role in ensuring accurate and timely data delivery and product operations.

Schedule:

  • Primary Schedule – 4:30pm - 1:30am IST  
  • Alternate Schedule – While the primary schedule is as stated above, candidates must be willing and able to occasionally work alternate days (including weekends) to cover for colleagues on PTO or for critical service issues.

Essential Duties & Responsibilities:

  • Provide first-level customer support, serving as the initial point of contact for users experiencing issues with our products. This may include assisting clients via phone, email, chat, or other communication channels
  • Participate in continuous improvement initiatives to enhance product support efficiency and effectiveness
  • Proactively monitoring inbound queue and internal Teams channels for high priority issues and routinely communicating current statuses to issue reporters.
  • Diagnose and solve basic technical problems related to our products.
  • Accurately and efficiently identify cases requiring advanced resolution paths, while following routing protocols and ticketing procedures to escalate cases to Tier 2 Support Specialists or Feature DEV teams when appropriate
  • Clearly and concisely document of all support cases
  • Track and document client issues and resolutions in a ticketing system
  • Maintain strong knowledge of the company's products and services in order to accurately and efficiently resolve issues. Stay updated on product changes and updates.
  • Work to resolve issues within defined timelines as per the SLAs

Required Skills:

  • Associates degree or two years in a product support role preferred
  • Minimum two years of experience in troubleshooting or other technical role preferred
  • Ability to tailor communication to the appropriate audience (development, business, client, stakeholder)
  • Ability to multi-task and manage time effectively
  • Ability to think critically regarding process enhancements and can identify areas of growth.
  • Ability to contribute to, and maintain, a culture of collaboration and teamwork
  • Strong interpersonal and client service skills
  • Familiarity with using project management software (Jira is a plus)

What's in it for You?

  • Opportunity to work in the booming field of cloud, data management and analytics alongside some of the brightest minds in the industry
  • Opportunity to work with cutting-edge technology in a casual, fun environment
  • Opportunity to be a part of a local company committed to making a difference in our community
  • Chance to work with a rapidly expanding tech company
  • Competitive salary and benefits package

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