Talent.com
Product Support Specialist

Product Support Specialist

ConfidentialPune
16 hours ago
Job description

What you ll do :

  • Interact with users through a series of actions and answer all queries, resolve issues via various communication channels (chat, telephone or email).
  • Maintain and update fact sheets and other information about the application.
  • Support the roll-out of new application features.
  • Log all incidents and service requests reported to the helpdesk.
  • Troubleshoot systems, network problems, diagnosing and solving software issues at users end.
  • Escalate problems that cannot be fixed at in tier one support and updating users on the status of problems.
  • Document and prioritize help desk tickets, emails, calls and respond in a timely manner as per SLAs.
  • Perform market research, documentation, and analysis of data provided.
  • Preference will be given to candidates with training, experience, and previous helpdesk experience. And Candidates with up to date knowledge in working in and around Windows and MAC environments.
  • Perform other tasks related to the position, as assigned.

Requirements :

  • Must be a graduate in any stream. B.E, B Tech, BCA, MCA would be preferred.
  • Effective written and spoken English communication skills.
  • Must be Articulate and Spontaneous in Active conversations to handle tough situations.
  • Ability to recognize the sensitive nature of issues and maintain confidentiality.
  • Should be swift in typing speed and grammatically conscious with formal mannerisms in written formats of communication.
  • The willingness and curiosity to learn new environments and develop new skills.
  • Must be able to work in 247 shift.
  • A high degree of intensity, follow-through, and collegiality.
  • Strong attention to detail with an ability to organize, prioritize and manage multiple tasks in a timely manner.
  • Ability to thrive in high demand, high-pressure situations.
  • At least 6 months Experience in supporting clients / customers from US / UK / AUS
  • Should be familiar with various versions of Windows OS troubleshooting.
  • Knowledge on MAC OS X would be an added advantage.

    • What you ll learn :

  • Work With Diverse Populations In Cross-Cultural Or Multicultural Settings.
  • Master the operation and application of new technology.
  • Will help you prove yourself in the real-world and know more about yourself.
  • Interaction with the customers from different horizons.
  • Work with some very experienced software entrepreneurs in technologies
  • Should be comfortable for Manual QA

    • Mandates :

  • Should have experience in Global customer handling
  • Troubleshooting skills
  • Experience in call centre will be considered.
  • Will be rotational shifts( Shift changes every 3-4 months)
  • Transport will be provided till 8-12 Kms.

    • Skills Required

    Data Analysis, Sql, Api Integration, Troubleshooting, Customer Support, Technical Documentation, Software Testing

    Create a job alert for this search

    Product Specialist • Pune