Product Support Executive(Freshers)
3 weeks ago
● 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)
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Executive - IT Support
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