Product Support Executive

2 weeks ago

Chennai, India CaddyCode Solutions Private Limited Full time

**Job description**

We are hiring for Product Support Executive[Technical Support]
EXP:5+ years

**Job Description**:

- Resolve service issues (Level 1 & 2 as appropriate) by understanding, clarifying customer problem, determining the cause, and ensuring resolution based on SLAs.
- Escalating the issues to the appropriate specialist when needed via SalesForce or Jira.
- Escalating tickets which have not been resolved, in accordance with Customer escalation procedures.
- Assisting in new implementations, installations, upgrades and migrations of existing customers systems.
- Updating the clients on their request status accordingly.
- To constantly verify documents submitted by clients within specific regions on an hourly basis.
- Preparing and interpreting reports and documentation as required in the role with acceptable detail and accuracy.
- Communicate and coordinate with internal departments when addressing software bugs or new releases.
- Occasionally perform Quality Assurance tasks for testing new software versions and performing UAT.
- Taking ownership of customer issues and follow problems through to resolution.
- Understanding the Company's business functions & roles by attending company seminars and meeting.
- Performing other ad hoc tasks assigned by the Team Lead.
- Recognizing unstable factors regarding hardware and software.
- Installing and assisting customers hardware and software queries through remote access.
- Ability to work independently with mínimal supervision but excel in a collaborative, team environment.

**Salary**: ₹200,000.00 - ₹450,000.00 per year

**Benefits**:

- Food provided
- Health insurance
- Provident Fund

Schedule:

- Rotational shift

Ability to commute/relocate:

- Chennai, Tamil Nadu: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- total work: 5 years (preferred)

**Speak with the employer**
+91 9391173735

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