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Nextuple - Product Support Engineer

5 months ago

Bangalore, India Nextuple Full time

Technical Proficiency :

  • Basic understanding of the Nextuple technology stacks involved
  • ELK (Kibana), Mongo DB, Kafka queues, Kubernetes (containerization)
  • Knowledge of productivity software such as Microsoft Office suite, email clients, web browsers, etc.
  • Ability to navigate and troubleshoot basic issues related to Nextuple tech stack and products
Customer Service Skills :
  • Active listening skills to understand user issues and concerns accurately.
  • Patience and ability to remain calm under pressure, especially when dealing with frustrated or non-technical users.
  • Ability to explain technical concepts in simple terms to users with varying levels of technical expertise.
Problem Solving and Troubleshooting :
  • Strong analytical skills to identify and diagnose technical problems effectively.
  • Methodical approach to troubleshooting issues, including the ability to ask relevant questions to gather information.
  • Capacity to follow documented procedures and workflows for issue resolution.
  • Resourcefulness in finding solutions independently or escalating complex issues to higher support tiers when necessary.
Time Management and Prioritization :
  • Ability to manage multiple tasks simultaneously and prioritize them based on urgency and impact on users.
  • Efficient time management to ensure timely resolution of support tickets within established service level agreements (SLAs).
Technical Documentation :
  • Understanding of knowledge management systems or ticketing platforms to maintain accurate records of support interactions.
Team Collaboration :
  • Collaboration skills to work effectively with other members of the support team, as well as with colleagues from different departments.
  • Willingness to share knowledge and best practices with peers to improve overall team performance.
Adaptability and Continuous Learning :
  • Ability to adapt to evolving technologies and changing support processes.
  • Eagerness to stay updated with the latest IT trends, tools, and techniques through self-study, formal training, or professional development opportunities.

(ref:hirist.tech)