Product Support

Product Support Specialist • Pune, India

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 24*7 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.

Shift Timing:

• Night shift: 9.30 PM – 5.30 AM IST

• Morning shift: 5.30 AM IST- 1.30 PM IST

• Afternoon:1.30 PM IST- 9.30 PM IST.