Jr. Product Support Engineer

India·Mumbaientry

Technical Support EngineerCustomer

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Quick Summary

Key Responsibilities

Provide first-level customer support, serving as the initial point of contact for users experiencing issues with our products. This may include assisting clients via phone, email, chat,

Technical Tools

Technical Support EngineerCustomer

Responsibilities

~1 min read

→Provide first-level customer support, serving as the initial point of contact for users experiencing issues with our products. This may include assisting clients via phone, email, chat, or other communication channels
→Participate in continuous improvement initiatives to enhance product support efficiency and effectiveness
→Proactively monitoring inbound queue and internal Teams channels for high priority issues and routinely communicating current statuses to issue reporters.
→Diagnose and solve basic technical problems related to our products.
→Accurately and efficiently identify cases requiring advanced resolution paths, while following routing protocols and ticketing procedures to escalate cases to Tier 2 Support Specialists or Feature DEV teams when appropriate
→Clearly and concisely document of all support cases
→Track and document client issues and resolutions in a ticketing system
→Maintain strong knowledge of the company's products and services in order to accurately and efficiently resolve issues. Stay updated on product changes and updates.
→Work to resolve issues within defined timelines as per the SLAs

Associates degree or two years in a product support role preferred
Minimum two years of experience in troubleshooting or other technical role preferred
Ability to tailor communication to the appropriate audience (development, business, client, stakeholder)
Ability to multi-task and manage time effectively
Ability to think critically regarding process enhancements and can identify areas of growth.
Ability to contribute to, and maintain, a culture of collaboration and teamwork
Strong interpersonal and client service skills
Familiarity with using project management software (Jira is a plus)

Opportunity to work in the booming field of cloud, data management and analytics alongside some of the brightest minds in the industry
Opportunity to work with cutting-edge technology in a casual, fun environment
Opportunity to be a part of a local company committed to making a difference in our community
Chance to work with a rapidly expanding tech company
Competitive salary and benefits package