Product Support Engineer

Requirements:

1. 1+ years of experience as a technical support engineer / Service Desk Engineer.

3. Team orientation – Excellent interpersonal skills and ability to establish strong relationships with customers and internal teams.

4. Experience with a customer support software such as Freshdesk and experience using a software defect tracking system such as JIRA.

5. Dedication to customer service in both words and actions. 

6. Ability to handle multiple tasks with changing priorities and capable of handling frequent interruptions positively.

7. Self-motivated with critical attention to detail and appreciation for record keeping principles and systems.

8. Demonstrate strong follow-through and consistently keep commitments to customers and peers.

9. Data skills: familiarity with SQL joins, group, union operations and strong knowledge of data structures.

10. Passionate to solve mathematical problems.

11. Exceptional written and verbal communication skills.

12. We provide 24x7 support for our customers, so we expect you to be available as needed for after-hours production emergencies.

Responsibilities:

1. Provide daily coordination and guidance to the team for processing incoming queries to ensure courteous, timely, high quality, and effective responses to customer issues.

2. Lead and participate in continuous improvement projects that enhance the quality or efficiency of support.

3. Be a product champion and assist the team in solving complex requirements / issues raised by the customers.

4. Develop action plans to address areas of concern identified in customer satisfaction surveys.

5. Promote the use of product documentations to improve customer satisfaction and reduce costs.

6. Collaborate with internal teams and represent the customers for identifying solutions and workarounds.

7. Following standard procedures for the proper escalation of unresolved issues to the appropriate internal teams.

8. Document knowledge in the form of FAQs and knowledge base articles.

9. Handle high MRR customers and reputed brands.