Product Support Specialist

Cimpress N.V. (NASDAQ: CMPR) is the world leader in mass customization. Our unmatched technology, production, and supply chain operations allow us to offer products that can be personalized by an individual customer and manufactured on demand: easily, with great quality, and at affordable prices. We create real, tangible products. We now have more than 16,000 employees working across 30 countries worldwide for brands like Vistaprint, TradePrint, Drukwerkdeal, and Pixartprinting.

Please find below the job description:

Job Role: Tier 1 Support Specialist
Job Location: India
Experience: 1 to 4 years

Responsibilities:

1. Monitor incoming support request channels, including chat, email, and ticketing systems.
2. Respond to customer requests within SLA, resolving when possible and triaging, routing, and escalating to Tier 2 as appropriate.
3. To ensure the tickets associated with support thread are duly updated with appropriate values.
4. Use of reporting tools to analyze ticking data and identify scope of improvement with respect to Response and Resolution SLAs.
5. Operate outbound customer communications about global issues and major incidents by following standard procedures.
6. Work effectively remotely (i.e., from one's home), including with a reliable internet connection.

Shifts:

The Tier 1 team operates 24x5, with three shifts and a shift allowance. The shifts are:

• Morning: 4:30 am to 1:00 pm IST
• Afternoon: 12:30 pm to 9:00 pm IST
• Night: 8:30 pm to 5:00 am IST

"Must have" skills and qualifications:

1. Ability to communicate verbally and in writing:
   a. In English, well enough to be understood by non-native speakers.
   b. In both technical language with software development teams and customer language with customers.
2. An interest in technology and helping people.
3. Ability to learn detailed knowledge of our applications and our customers, to be able to help replicate an issue, pinpoint the problem area, and suggest workarounds.
4. Should be aware of basic internet concepts like HTTP, authentication, networking, APIs, browsers and cookies, client-server relationships, and e-commerce websites with checkout.
5. Ability to work independently and apply good judgment.
   a. Frequently without face-to-face/video contact with customers, teammates, and service providers.
   b. Often by searching for and referencing documentation.
6. Must have a working knowledge of web calls made via browsers.
7. Expertise with SQL query.
8. Should have work on tools such as Jira, Confluence.
9. Stay on top of the latest technology trends and advancements to provide the best possible support to our clients.

"Nice to have" skills and qualifications:

1. Ability to comprehend technology, especially a RESTful JSON microservices environment.
2. General technical skills, including things like:
   a. Ability to read error messages and stack traces.
   b. Ability to query APIs using Swagger, Postman, cURL, or a scripting language.
3. Good technical writing skills, in English, including creating diagrams.
4. Prior experience in technical help desk or technical customer service, including use of ticketing systems.
5. An interest in solving puzzles and good memory and recall.

What's in it for You (Besides the best-in-class Rewards)

• A chance to GROW professionally building technology solutions for a largely unorganized market.
• A system that EMPOWERS each member with a high degree of trust, freedom and autonomy.
• A GLOBAL team that has some of the best minds in product, data and engineering.
• A REMOTE-FIRST operating model and impeccable culture.