Production Tech Support Executive

4 days ago

Hyderabad, Telangana, India Quiktrak, LLC Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Product Tech Support Executive

Experience: 6 months - 3 years

Location: Hyderabad,

Mode of work: Work from Office

Notice Period: Immediate

Role Overview:

Quiktrak
is seeking an accomplished
Product Tech Support Executive
with over 0-3 years of experience to join our dynamic team. This critical role involves providing technical support for our product, ensuring seamless user experiences, and collaborating with the development team on system improvements. The ideal candidate will use their in-depth technical expertise to troubleshoot, resolve issues, and enhance product performance. This is a fantastic opportunity for an experienced tech professional eager to make a meaningful impact in a dynamic, fast-paced environment

Job Responsibilities:

First-Point Resolution:
Actively address customer tickets, aiming for first contact issue resolution.

Master the Product:
Very strong understanding of our software product, including all its features and modules.

Guide and Assist:
Provide users with step-by-step guidance to navigate any challenges they face within the Product.

Bug Detection and Delegation
: Identify system anomalies and liaise with our development team for swift resolution.

Proactive Communication:
Be the bridge between Softwire and our users, providing timely and transparent updates on ticket status.

Close the Loop:
Ensure every ticket is tracked and closed, encapsulating a holistic support journey for our users.

Documentation:
Regularly update our knowledge base with FAQs and resolutions to common problems, thereby aiding in quicker problem resolution in the future.

Continuous Learning:
Stay updated on product changes, enhancements, and updates to provide accurate information and support to users.

Uphold SLA Standards:
Monitor tickets against SLA timelines, ensuring commitments are consistently met.

Educational Qualifications:

Bachelor's or Master's Degree in Computer Science, Engineering, IT or a related field, or equivalent work experience.

Technical Skills Required:

  1. Previous experience in a support or client-facing role in the tech sector.

  2. Adeptness in learning and mastering new software tools.

  3. Exceptional communication and interpersonal skills.

  4. A proactive approach, with a knack for problem-solving.

  5. Familiarity with common support tools and platforms like Zendesk, Jirra etc...

Soft Skills Required:

  1. Fluency in English to interact effectively with US-based clients is a must.
  2. Outstanding leadership and organizational skills
  3. Consultative approach during internal and external discussions.
  4. Excellent written and verbal communications
  5. Ability to impress customers and prospects with functional knowledge and understanding of their business.
  6. Ability to work effectively with offshore teams – have necessary patience and understanding of cultural differences.

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