Product Backend Support- Mumbai(Remote)

3 weeks ago

Mumbai, India Forbes Advisor Full time

Company Description
**Forbes Advisor** is a new initiative for consumers under the Forbes Marketplace umbrella that provides journalist
- and expert-written insights, news and reviews on all things personal finance, health, business, and everyday life decisions.

We do this by providing consumers with the knowledge and research they need to make informed decisions they can feel confident in, so they can get back to doing the things they care about most. We are seeking a dedicated and innovative individual to join our Global Product Team.

**Job Description**:
**Work Shift: 6 PM to 3 AM IST- **US business hours (night shift).

**Responsibilities**:

- Monitor and manage incoming tickets, inquiries, and issues related to the website's backend functionality.
- Investigate reported issues to identify root causes and determine appropriate solutions.
- Collaborate with cross-functional teams, including developers and QA, to resolve technical issues promptly.
- Prioritize and categorize tickets based on severity and impact on user experience.
- Provide clear and accurate explanations of technical concepts to non-technical users.
- Track and document all interactions and resolutions in the support ticketing system.
- Provide timely and relevant information to assist users in resolving their issues.
- Offer technical guidance to users facing challenges with backend features, ensuring they have a positive experience.
- Troubleshoot and diagnose technical problems, proposing effective solutions.
- Work closely with the development team to relay user feedback, identify bugs, and contribute to improving the overall website functionality.
- Collaborate with support and QA teams to maintain consistent and accurate information sharing.
- Contribute ideas to enhance the efficiency of issue management and support processes.
- Participate in discussions to improve the website's user experience based on user feedback and reported issues.

**Requirements**:

- A bachelor’s degree and 2-4 years of relevant experience in this role or in a similar Backend/ customer support role.
- Experience in stakeholder management or work exposure with global teams.
- Ability to work independently and as part of a team.
- Willingness to work night shifts to align with US business hours.
- Excellent verbal and written communication skills in English, free from mother tongue and regional language influence..
- Strong understanding of digital marketing and experience in the insurance domain is a plus.

**Perks**:

- Day off on the 3rd Friday of every month (one long weekend each month)
- Monthly Wellness Reimbursement Program to promote health well-being
- Monthly Office Commutation Reimbursement Program
- Paid paternity and maternity leaves
- Group Medical Insurance
- Group Term Life Insurance (2.5X of the CTC)
- Group Personal Accident Insurance (3 X of the CTC)

Additional Information

All your information will be kept confidential according to EEO guidelines.

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