Product Support Specialist

Job highlights

• . Must be able to work in 24*7 shift
• . Will be rotational shifts( Shift changes every 3-4 months) . Transport will be provided till 8-12 Kms
• . Escalate problems that cannot be fixed at in tier one support and updating users on the status of problems
• Requirements: . Must be a graduate in any stream
• BE,B Tech,BCA,MCA would be preferred

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.