Product Support Specialist

4 weeks ago

Bengaluru, Karnataka, India SmartBear Full time

About the Role:

We are seeking a highly skilled Product Support Specialist to join our team at SmartBear. As a Product Support Specialist, you will be responsible for delivering technical support services to our customers, working closely with our development teams to gain knowledge of our systems and increase your technical skill set.

Key Responsibilities:

  • Troubleshoot and solve technical support issues with external customers via email, screen share, live chat, and phone.
  • Create, document, and track the progress of new customer issues as they become available.
  • Collaborate with fellow support colleagues and other internal organizations to achieve superior customer service.
  • Obtain the necessary knowledge and skills to become progressively proficient with our products.
  • Be the customer advocate when providing feedback to internal organizations.
  • Look for ways to improve productivity of issue resolution and better ways to help customers.

Requirements:

  • 1-3 years of experience working directly with customers.
  • Excellent verbal and written communication skills.
  • Ability to prioritize tasks and delegate them when appropriate.
  • Strong organizational skills and attention to detail.
  • Excellent problem-solving skills, with the ability to independently troubleshoot problems and identify workarounds.
  • Self-motivated with a strong learning-orientation.
  • Solid understanding of the modern web application stack, including technologies such as Typescript, React, GraphQL, REST, PostgreSQL, Kubernetes/Docker, and nginx.
  • Understanding of OpenAPI and JSON Schema.
  • Knowledge and experience with authentication methodologies such as SAML and SSO.
  • English language proficiency at a B2 level or higher.
  • College degree in Computer Science, Computer Engineering, or technical equivalent.
  • Knowledge of at least one programming language.

Why Join SmartBear:

  • Opportunities for career growth and development.
  • A supportive and collaborative work environment.
  • A commitment to diversity, equity, and inclusion.
  • A comprehensive benefits package.

About SmartBear:

SmartBear is a leading provider of software development and testing tools. We are committed to making our technology-driven world a better place by delivering innovative solutions that meet the needs of our customers.

We are an equal employment opportunity employer and welcome applications from diverse candidates. We are proud to be a part of the Somerville, MA community and are committed to making a positive impact in the world around us.

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