25mo ago

Product Support Engineer (US Shift)

Sri Lanka·Colombo,ColomboFull-time Employeemid

EngineeringCustomer SupportTechnical Support EngineerProduct Support EngineerCustomer

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Quick Summary

Overview

The Product Support Engineer is a remote position that responds to product inquiries via Zendesk tickets, live chat sessions, and phone calls for our customers in the United States.

Technical Tools

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The Product Support Engineer is a remote position that responds to product inquiries via Zendesk tickets, live chat sessions, and phone calls for our customers in the United States. Interpersonal skills, positivity, and technical product knowledge are critical to effectively addressing Pet Clinic/Hospital and mobile app user concerns. This role calls for someone who thrives in a fast-paced environment, autonomously troubleshoots problems, demonstrates initiative, and can multi-task at a high level. Reporting to the Product Support Manager, you can expect to address ~50 inbound inquiries daily, investigate and solve technical issues, and answer product how-to questions.

*This role supports our customers exclusively in the United States. Qualified candidates must be able to work night shifts.* The role is roster-based and will follow the schedule below:

Rotating weekly shifts:

5:00 PM – 2:00 AM
7:00 PM – 4:00 AM
9:00 PM – 6:00 AM

• Required to work one weekend shift every 7 weeks - 7:00 PM – 1:00 AM

Handle full ticket lifecycle: investigate and resolve tickets, communicate the action items and resolution to end-users in simple terms, and ensure customer satisfaction

Utilize a support ticketing system to accurately intake and effectively manage a queue of inquiries/technical issues

Be our customers’ biggest advocate internally by influencing product changes, constantly pushing us to be better, and ensuring the resolution of bug fixes

Become a subject matter expert on PetDesk products and the pet care industry, and use that knowledge to provide a best-in-class customer experience during every interaction

Support colleagues on a day-to-day basis to resolve queries, build knowledge and confidence, and achieve quality standards.

Prioritize and manage incoming calls efficiently while demonstrating the ability to be trained and provide support across multiple products as needed.

2+ years of professional experience in a technical/customer support or client services role, troubleshooting SaaS-based applications, iOS, and Android mobile apps

Strong communication and interpersonal skills with genuine care and empathy displayed through all interactions

Exceptional prioritization skills and ability to manage phone calls, live chats, and support tickets simultaneously

Proven problem solver with creative ideas, and an ability to communicate complex issues in a concise manner

Passionate about building relationships with different personalities and energized by turning neutral or unhappy customers into happy ones!

Experience with Freshdesk, Zendesk, Jira, Google Suite, Salesforce, and Slack is nice to have