Product Support Expert
2 days ago
As a key member of our support team, you will be responsible for delivering timely and high-quality incident resolution.
Key Responsibilities:
- Engage with customers through phone, email, and chat services to resolve support incidents efficiently.
- Contact and resolve customer issues within the target service level agreements, ensuring timely and effective solutions.
- Document customer incidents, including troubleshooting, root cause, and resolution information, to facilitate knowledge sharing and faster incident resolution.
- Collaborate internally to adhere to processes, policies, and guidelines on escalation, communication, and knowledge management.
Requirements:
- Minimum experience of 1-3 years in product support interacting with English-speaking customers over calls, emails, and chat preferably in the US.
- Effective verbal and written communication skills in English.
- Strong problem-solving skills and excellent troubleshooting acumen.
- Passion for technology and aptitude to learn technical concepts quickly.
- Ability to work in high-pressure scenarios with excellent interpersonal and communication skills.
- Collaborate across teams to identify and resolve technical issues effectively.
- Work closely with engineering teams daily to drive issue resolution.
- Proficient in technical problem-solving methodologies and able to communicate complex details clearly.
- Excellent organizational and time management skills.
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