Product Support Enginer

4 days ago

Chennai, India TivonaGlobal Technologies Full time

We are looking for Product Support Engineers for our next generation SAAS CRM platform. You will be responsible for configuring and troubleshooting our product and resolving our customers' technical issues. Our teams are dedicated to helping our customers see the benefits of our technology come to life. As part of our team, you will play a key role in understanding the needs of our customers and help shape the future of customer support. Your ability to work in a complex web application environment will also make you an ideal candidate.

Job Responsibilities:

  • Respond to issues/questions reported through Calls, Chats, Emails
  • Configure, Troubleshoot and Resolve customer issues.
  • Ticket Creation/Validate/Troubleshoot/Escalate/Close within SLA
  • Validate the issue to eliminate false alarms, misunderstanding
  • Probe the customer for more information to have what we need to resolve the issue
  • Educate customers on the new features available in the product
  • Analyze and create an engineering Bug/Feature Request
  • Escalate to next level/engineering team if required
  • Keep the customer updated at regular interval on the case progress
  • Keep respective internal stakeholders informed/looped
  • Monitor case statuses and keep it up to date with information from customer and internal teams
  • Assist with configuring user profiles, permissions, alerts, settings..etc
  • Create KB articles on any gaps, new process
  • Provide daily shift updates on summary of calls/emails/chat

Skill Set and Requirement:

  • Good Communication Skills(Written & Verbal) and Interpersonal skills
  • Experience providing Product or Application Support to customers in the US Region
  • Knowledge on any of the CRM Tools like JIRA, Salesforce, Zoho Helpdesk, Zen Desk etc
  • Knowledge on Basic Linux, Networking, Any database or SAAS based Web Applications
  • Strong troubleshooting skills
  • Good knowledge on Customer/tech support processes
  • Ability to work shifts.

Qualifications:

  • Must be based out of Chennai and have 1 to 3 years of experience in the area of Technical Support / Product Support or Application Support
  • This is a 24/7 Project and you will required to work in shifts

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