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Product Support Specialist

Product Support Specialist

AstreyaKota, IN
14 days ago
Job description

Job Description :

We are seeking for a Product Support Engineer to join our team.

You will be responsible for responding to user inquiries, troubleshooting issues, and collaborating with the development team to ensure timely resolutions.

A strong foundation in debugging applications and excellent communication skills will be critical for success in this role.

Qualifications & Requirements

Technical Skills :

  • Basic proficiency in PHP ( Symfony framework ) for backend troubleshooting
  • Familiarity with React for frontend troubleshooting
  • Basic knowledge of MySQL for basic queries and data analysis
  • Previous experience with ticketing system ( preferably Jira )

Technical Skills :

  • Strong communication abilities to effectively guide internal users and document issues
  • Problem-solving skills and logical approach to troubleshooting
  • Customer-focused mindset with a desire to assist users

    • Experience :

  • 2-3 years in a technical support role, supporting web-based applications
  • Experience working with cross-functional teams in fast-paced environments

    • Key Responsibilities

    User Support :

  • Serve as the first point of contact for all user inquiries
  • Respond to user requests in a timely and professional manner, providing clear and concise guidance

    • Ticket Management :

  • Create, categorize, and manage support tickets upon receiving inquiries
  • Track, update, and prioritize tickets to ensure timely resolutions

    • Technical Troubleshooting :

  • Use basic debugging skills to replicate, analyze, and diagnose issues
  • Work with the development team to escalate and resolve complex issues

    • Documentation and Process Improvement :

  • Maintain comprehensive documentation of support issues and resolutions for future reference
  • Identify trends in reported issues and propose improvements to enhance platform stability
  • Create and maintain clear and concise user documentation and knowledge base articles to minimize repetitive support requests
  • Proactively update and improve documentation based on feedback and newly identified user needs