Product Support Specialist

3 weeks ago

Gurgaon, India Career Stone Consultant Full time
PLEASE READ THE JD BEFORE APPLYING. - THIS IS NOT IT SUPPORT.
Business Line
Global Service
Department/Sub Department
Product Life Cycle
Purpose of this position
Global Product Support (Level 3) supports Regional Tech Support (Level 2) from COMPANY in solving technical queries for the CTCS product portfolio. He/she processes from L2 Support routed, functionally escalated customer inquiries and provide solutions.
The Global Support Engineer of L3 Support are the focal points to involve further non-Service Organizations like QM, R&D/TPMs, manufactures etc., who provide L4 Support.
Knowledge Transfer into Service and through different service levels is at all times ensured.
Roles & Responsibilities / Tasks
Global Product Support (Level 3) is entrusted with the following tasks in their function:
Main Tasks:
Monitoring and acceptance of allocated Service Requests (Cases), functionally escalated from L2 Support Creation of service requests in the ticketing system for requests from Regions, who do not use the COMPANY ticketing system Analyze service requests considering the SLAs and the priority Monitoring OLA times Extended Remote Support using Visual Support, Remote Access Services (RAS) or email / phone Solving issues, which could not be resolved at Regional Tech Support (Level 2) while respecting the SLAs Communication of status and solutions for service requests in the ticketing tool Documentation of problem-related solutions with the help of knowledge articles, error tree updates, etc. Routing (functional escalating) service requests, that cannot be resolved in L2 Support, to further processing organizational units, taking into account the applicable OLA's Interface management towards Level 4 with internal (Quality Management, R&D, Adaptation,) and external support partners – even outside the COMPANY ticketing systemInitiation of hierarchical escalations if necessary Demanding know-how transfer from Training and L4 Support to constantly improve the skill level
Providing know-how via (online) training, newly created knowledge articles, documentation reviews etc.Further development of processes as part of the continuous improvement process in order to increase customer satisfaction and optimize service provision Data exchange folders (ID Gard boxes) creation and maintenance of Contribution to continuous service improvement towards a global, efficient and transparent structure to increase effectiveness and efficiency Deriving continuous product improvement
Special Tasks:
Processing technical spare parts clarifications Providing onsite support to customers on special request where highest service skills are needed to solve service requestsContribution to continuous service improvement towards a global, efficient and transparent structure to increase effectiveness and efficiency Identification of new business opportunities Deriving continuous product improvement
Requirements:
Degree/diploma in engineering with 6-10 years professional experience in technical service in various support levels
Strong service mentality and the ability to successfully carry out systematic problem analyzes even under pressure
Taking over responsibility, handling customer and colleagues with respect
Communication : Fluent in spoken and written English and Hindi
Strong Analytic skills
Good Knowledge of MS Office : Excel, Word, Power point
Knowing Power BI will be an added advantage

  • Product Support Specialist: Technical Expert

    3 weeks ago

    Gurgaon, Haryana, India Career Stone Consultant Full time

    Join Career Stone Consultant as a Product Support Specialist in Global Service to excel in solving technical queries for the CTCS product portfolio. With 6-10 years of professional experience in technical service, you will process customer inquiries and provide solutions.The role entails monitoring allocated Service Requests (Cases), creating service...

  • Product support specialist

    3 weeks ago

    Gurgaon, India Career Stone Consultant Full time

    PLEASE READ THE JD BEFORE APPLYING. - THIS IS NOT IT SUPPORT.Business LineGlobal ServiceDepartment/Sub DepartmentProduct Life CyclePurpose of this positionGlobal Product Support (Level 3) supports Regional Tech Support (Level 2) from COMPANY in solving technical queries for the CTCS product portfolio. He/she processes from L2 Support routed, functionally...

  • Product support specialist

    3 weeks ago

    Gurgaon, India Career Stone Consultant Full time

    PLEASE READ THE JD BEFORE APPLYING. - THIS IS NOT IT SUPPORT. Business Line Global Service Department/Sub Department Product Life Cycle Purpose of this position Global Product Support (Level 3) supports Regional Tech Support (Level 2) from COMPANY in solving technical queries for the CTCS product portfolio. He/she processes from L2...

  • Product Support Specialist

    3 weeks ago

    Gurgaon, India Career Stone Consultant Full time

    PLEASE READ THE JD BEFORE APPLYING. - THIS IS NOT IT SUPPORT.Business LineGlobal ServiceDepartment/Sub DepartmentProduct Life CyclePurpose of this positionGlobal Product Support (Level 3) supports Regional Tech Support (Level 2) from COMPANY in solving technical queries for the CTCS product portfolio. He/she processes from L2 Support routed, functionally...

  • Product Support Specialist

    3 weeks ago

    Gurgaon, India Career Stone Consultant Full time

    PLEASE READ THE JD BEFORE APPLYING. - THIS IS NOT IT SUPPORT. Business Line Global Service Department/Sub Department Product Life Cycle Purpose of this position Global Product Support (Level 3) supports Regional Tech Support (Level 2) from COMPANY in solving technical queries for the CTCS product portfolio. He/she processes from L2...

  • Product support specialist

    1 week ago

    Gurgaon, India Karnival Full time

    Who are we? Karnival is a customer marketing platform that elevates and leverages current customers' experiences to improve retention and growth. In the last four years, we have built a unified platform that seamlessly integrates various functionalities, such as Smart Receipts, Net Promoter Score assessments, Customer research, Surveys, Product Reviews,...

  • Product support specialist

    2 weeks ago

    Gurgaon, India Karnival Full time

    Who are we?Karnival is a customer marketing platform that elevates and leverages current customers' experiences to improve retention and growth. In the last four years, we have built a unified platform that seamlessly integrates various functionalities, such as Smart Receipts, Net Promoter Score assessments, Customer research, Surveys, Product Reviews,...

  • Product Support Specialist

    2 weeks ago

    Gurgaon, India Karnival Full time

    Who are we? Karnival is a customer marketing platform that elevates and leverages current customers' experiences to improve retention and growth. In the last four years, we have built a unified platform that seamlessly integrates various functionalities, such as Smart Receipts, Net Promoter Score assessments, Customer research, Surveys, Product...

  • Product Support Specialist

    2 weeks ago

    Gurgaon, India Karnival Full time

    Who are we? Karnival is a customer marketing platform that elevates and leverages current customers' experiences to improve retention and growth. In the last four years, we have built a unified platform that seamlessly integrates various functionalities, such as Smart Receipts, Net Promoter Score assessments, Customer research, Surveys, Product...

  • ▷ Only 24h Left: Senior Product Manager

    4 days ago

    Gurgaon, India Product Space Full time

    This is the requirement with one of the company in our connections.Minimum Product Experience Required 5 years.Location: GurgaonOverviewAs a Product Manager, you will be responsible for the development and management of our product(s) throughout their lifecycle. You will work closely with cross-functional teams including engineering, design and marketing to...

  • Language Support Specialist

    4 weeks ago

    Gurgaon, Haryana, India NIIT Full time

    About NIIT Managed Training ServicesAt NIIT Managed Training Services, we're transforming the way the world learns, for the better. We partner with leading companies to enhance their learning ecosystems and maximize business value from training.Our Mission: To deliver high-impact managed learning solutions that empower a thriving workforce.Job OverviewWe are...

  • Product Operations Specialist

    3 weeks ago

    Gurgaon, Haryana, India Spinny Full time

    About the RoleSpinny is a leading tech-driven used car platform dedicated to delivering exceptional customer experiences. As a Product Operations Specialist, you will play a crucial role in ensuring seamless customer journeys, supporting our tech-product team, and enhancing operational efficiency.

  • Senior Banking System Support Specialist

    4 weeks ago

    Gurgaon, Haryana, India Epergne Solutions Full time

    At Epergne Solutions, we are seeking a highly skilled Senior Banking System Support Specialist to join our team.The estimated salary for this role is ₹1,500,000 - ₹2,000,000 per annum, depending on experience and qualifications.As a Senior Banking System Support Specialist, you will be responsible for providing 24/7 support for critical payments...

  • Senior Technical Support Specialist

    4 weeks ago

    Gurgaon, Haryana, India Nielsen Full time

    We are seeking a highly skilled Senior Technical Support Specialist to join our team at Nielsen.About the RoleThe successful candidate will be responsible for providing exceptional technical support to our clients, ensuring seamless delivery of services and solutions that meet their requirements. This role involves responding to client queries, resolving...

  • Technical Support Specialist

    4 weeks ago

    Gurgaon, Haryana, India Wipro Full time

    Job DescriptionWe are seeking a skilled Technical Support Specialist to join our team at Wipro. As a key member of our support team, you will be responsible for providing exceptional technical support to our clients and resolving their issues in a timely and professional manner.About the RoleThis is a full-time position that requires strong problem-solving...

  • Administrative Support Specialist

    4 days ago

    Gurgaon, Haryana, India Smart Source Full time

    Job SummaryWe are seeking a highly organized and detail-oriented Administrative Support Specialist to provide exceptional administrative support to our team at Smart Source.

  • Technical Product Specialist

    1 week ago

    Gurgaon, Haryana, India Impeccable HR Full time

    At Impeccable HR, we are seeking a highly skilled Technical Product Specialist to join our team.The successful candidate will have expertise in web development with a strong focus on ASP.NET, JavaScript, and ReactJS. Additionally, they should have familiarity with legacy development products such as ASP.NET MVC, VB.NET, and legacy .NET Framework...

  • Key System Support Specialist

    4 weeks ago

    Gurgaon, Haryana, India Expertia AI Full time

    We are seeking an experienced Key System Support Specialist to join our team at Expertia AI. As a Key System Support Specialist, you will play a vital role in ensuring the smooth operation and maintenance of our computer systems.This is a highly rewarding opportunity for a skilled professional who can set up, maintain, and troubleshoot computer systems...

  • Technical IT Support Specialist

    2 weeks ago

    Gurgaon, Haryana, India Genpact Full time

    Job OverviewWe are seeking an experienced Technical IT Support Specialist to join our team at Genpact. In this role, you will provide Level 2 support for Windows Client and Mac OS, as well as perform administrative tasks associated with Windows Client.

  • Technical Support Specialist

    4 weeks ago

    Gurgaon, Haryana, India Leena AI Full time

    About Leena AI : We are a leading SaaS company specializing in creating virtual assistants for enterprise organizations. Our solutions integrate with various client-side systems, including HRMS, IT directories (Active Directory), and more. We are seeking a highly skilled Technical Support Specialist to join our team and provide exceptional support to our...