Global Product Support Specialist
5 days ago
We are seeking a highly skilled Global Product Support Specialist to join our team at Career Stone Consultant. This is an exciting opportunity to work with our clients and provide top-notch technical support.
Job Description:
In this role, you will be responsible for monitoring and accepting allocated service requests, creating new service requests in our ticketing system, analyzing service requests considering SLAs and priority, and solving issues that could not be resolved by our Regional Tech Support team.
You will also communicate status and solutions for service requests in our ticketing tool, document problem-related solutions using knowledge articles and error tree updates, and route service requests to further processing organizational units when necessary.
Additionally, you will interface with Level 4 support partners, initiate hierarchical escalations when required, and demand know-how transfer from Training and L4 Support to constantly improve your skill level.
Key Responsibilities:
- Monitoring and acceptance of allocated service requests
- Creation of new service requests in our ticketing system
- Analyzing service requests considering SLAs and priority
- Solving issues that could not be resolved by our Regional Tech Support team
- Communication of status and solutions for service requests in our ticketing tool
- Documentation of problem-related solutions using knowledge articles and error tree updates
- Routing service requests to further processing organizational units when necessary
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, PowerPoint
Benefits:
- A competitive salary of $80,000 - $120,000 per annum
- Ongoing training and development opportunities
- A collaborative and dynamic work environment
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