Product Support Specialist

View: 106

Update day: 06-05-2024

Location: Ernakulam / Kochi / Cochin Kerala

Category: IT - Software

Industry: IT Services & Consulting

Position: Technical Support Engineer

Job type: Full Time, Permanent

Experience: 1 - 4 years

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Job content

Skill Set

Good logical reasoning and analytical skills.
Proficiency in English & Excellent communication skills
Good understanding of computer systems, mobile devices, and other tech products.
Customer-oriented and cool-tempered.
Good interpersonal and customer care skills.
A natural problem solver who is good at diagnosing/debugging issues.
Able to work in a team as well as independently based on the requirement.
Capable of multitasking and coordinating with multiple teams to fulfill client requirements.
Tech-savvy with working knowledge of Windows & Linux OS platforms, databases, and remote control is a plus.
Natural affinity towards Development and IT Infra & DevOps is a plus
Prior customer support or Application support experience is a plus (Understand the end to end flow of a product/service and provide support to the clients who are consuming/facing issues with the product/service).
Willing to work in Night Shifts.

Roles and Responsibilities

Continuously expand knowledge of our product line
Always deliver exceptional customer service
Answer all questions and address all concerns that the customer may have
Help customers determine which product is the right choice for them
Demonstrate product functionality accurately and completely
Accurately communicate all technical specifications
Work cooperatively with the rest of the team
Seek self-improvement through mentoring and coaching from senior team members
Provide coaching and mentorship to junior team members
Always remain in compliance with company guidelines
Log all customer contacts including contact information for follow up
Follow up with potential customers
Monitor and report issues raised by the clients to the concerned teams and make sure it is resolved in a timely manner
Follow the documentation requirements followed by the team accurately and systematically
Make sure SLAs are always met

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