Junior product support engineer

Company

AppGlide is a growth partner for fast growing software product companies globally. AppGlide leverages the latest technology and processes to enable SaaS companies to serve their customers better and grow faster. With offices in Chennai, AppGlide is led by a team of IIT & IIM alumni.

Role:
Junior Technical Customer Support Advisor

We are looking for a
Junior Technical Customer Support Advisor
(US Support Experience) candidate to provide the first-line of support to our customers and partners. You will collaborate closely with the customer's on-site product and customer success teams worldwide to rapidly resolve software issues and quickly address customer requests. Successful candidates must possess excellent communication, analytical and problem solving skills along with a strong technical acumen to deliver the highest level of problem resolution and service excellence. This position is for our Israel based partner, a fast growing AI-generated video creation SaaS platform.

Our partner's generative AI technology elevates video content for professionals in the fields of marketing, learning and development, and CX, as well as for content creators of all sorts. The platform enables users to generate photorealistic digital humans from text, dramatically reducing the cost and hassle of video production at scale. Customers include Fortune 500 companies, marketing agencies, production companies, social media platforms, leading e-learning platforms, and content creators of all sorts. The solution is available through a self-service studio, and an API for enterprises, makers, and developers. Our partner was established in 2017 and is backed by tier 1 VCs. Over 110 million videos have been created using their technology. Recent clients include Warner Brothers Pictures, Publicis, Mondelez, who have used the platform to create extraordinary experiences.

If you are excited about working with world class teams and bleeding edge tech - you are looking at the right place.

Skills and experience

• 1+ years of experience in product/customer support
• Excellent English communication (verbal/written) skills in a customer support role
• Bachelor's degree in related discipline or relevant experience required (Engineering/CS/MIS/Communications degree preferred)
• Quick learner
• Strong sense of ownership
• Strong sense of urgency
• Excellent organizational, customer relationship, verbal, and written communication skills
• Highly dependable and professional
• Excellent problem solving and listening skills
• Ability to train others in the use of customer products
• Highly motivated, proactive self-starter with a positive attitude

Responsibilities

• Maintain updated knowledge of all company products and services in order to provide adequate education to customers
• Promptly respond to customer questions in a timely manner, as defined in the company's SLA and provide information to resolve any issues
• Provide information and instructions about relevant products
• Make product suggestions to meet the customer's specific needs
• Obtain necessary information from customers for proper follow up
• Document important customer information for future reference
• Working days would be 5 days a week - candidates need to cover on saturday/sunday on rotation.
• The candidate should be a super technical, fast learner with excellent English writing and verbal skills.
• Triage newly reported problems, assign proper severity and work to identify a resolution
• Troubleshoot issues through reproducing the problem and determine resolution
• Update the ticket tracking system to provide accurate and current status of support issues
• Maintain proactive communication upward and across client contacts
• Create Knowledge Base articles regularly to expand self-help tools for customers and internally

Why you'll love AppGlide

We believe in a culture of mutual respect and ownership. We value employee's work life balance and also ensure you have ownership of your work streams. We invest in our employees training and development with structured learning plans.

Location

The role will be based in Chennai.