Product Support Specialist
Mumbai, MH, IN, 400033
Job Role: Product Support Specialist
Job Location: Work from Home
Experience: 1-5 years
Responsibilities:
- Monitor incoming support request channels, including chat, email, and ticketing systems.
- Respond to customer requests within SLA, resolving when possible and triaging, routing, and escalating to Tier 2 as appropriate.
- Ensure support requests have tickets associated with them and that tickets have an appropriate assignee who is working on resolving the ticket.
- Use ticket reporting to identify support requests that may be taking too long and to suggest process improvements that reduce ticket response and resolution times.
- Ensure tickets are properly updated and completed, including the addition of any data tags used for reporting.
- Operate outbound customer communications about global issues and major incidents by following standard procedures.
- 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
In the future, the night shift will not be handled by India.
"Must have" skills and qualifications:
- Ability to communicate verbally and in writing:
- In English, well enough to be understood by non-native speakers.
- In both technical language with software development teams and customer language with customers.
- An interest in technology and helping people.
- 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.
- Should be aware of basic internet concepts like HTTP, authentication, networking, APIs, browsers and cookies, client-server relationships, and e-commerce websites with checkout.
- 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.
"Nice to have" skills and qualifications:
- Ability to comprehend technology, especially a RESTful JSON microservices environment.
- 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.
- Good technical writing skills, in English, including creating diagrams.
- Prior experience in technical help desk or technical customer service, including use of ticketing systems.
- An interest in solving puzzles and good memory and recall.
More information about the organization can be found in the below link:
https://cimpress.com/ https://www.linkedin.com/company/cimpress/ https://twitter.com/Cimpress
Want to explore more about our brands?
Please visit: https://cimpress.com/brands/explore-our-brands/
Job Segment:
Technical Writer, Help Desk, Information Technology, Technology, Night, Operations