Technical Product Support Specialist

4 weeks ago


Pune, Maharashtra, India Radical Technologies Full time
Hiring for Product Support Specialists

This role is responsible for the first level of technical, product usage, and market administration support. As the initial point of contact, you will be responsible for providing an excellent level of customer service while effectively troubleshooting and resolving configuration and technical issues, executing configuration changes, assisting with product navigation, and escalating issues as required.

This role will heavily rely on client inbound support, as well as communication through our support cases. You will be exposed to different aspects of technical support, product configuration, and client management.

To succeed in this role, you will be a strong problem solver, detail-oriented, comfortable in a fast-paced environment, and have experience working with internal and external customers.

Responsibilities:
• Provide an outstanding experience to customers throughout the support process.
• Act as a team player and support the existing client base.
• Execute defined processes as well as work on support requests and incidents.
• Troubleshoot by using required tools and checklist resources to properly understand and problem solve issues being reported.
• Effectively document and gather information about all reported issues and escalate whenever required.
• Manage multiple avenues of support requests including telephone, email, client portal, and live chat.

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