Product Support Specialist

Job Role: Product Support Specialist

Job Location: Work from Home

Experience: 1-5 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. Ensure support requests have tickets associated with them and that tickets have an appropriate assignee who is working on resolving the ticket.
4. 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.
5. Ensure tickets are properly updated and completed, including the addition of any data tags used for reporting.
6. Operate outbound customer communications about global issues and major incidents by following standard procedures.
7. 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:

1. Ability to communicate verbally and in writing:
2. In English, well enough to be understood by non-native speakers.
3. In both technical language with software development teams and customer language with customers.
4. An interest in technology and helping people.
5. 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.
6. Should be aware of basic internet concepts like HTTP, authentication, networking, APIs, browsers and cookies, client-server relationships, and e-commerce websites with checkout.
7. Ability to work independently and apply good judgment.
8. a. Frequently without face-to-face/video contact with customers, teammates, and service providers.
9. b. Often by searching for and referencing documentation.

"Nice to have" skills and qualifications:

1. Ability to comprehend technology, especially a RESTful JSON microservices environment.
2. General technical skills, including things like:
3. a. Ability to read error messages and stack traces.
4. b. Ability to query APIs using Swagger, Postman, cURL, or a scripting language.
5. Good technical writing skills, in English, including creating diagrams.
6. Prior experience in technical help desk or technical customer service, including use of ticketing systems.
7. 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/