Product Support Engineer recruitment in Ahmedabad - analytix business solutions (i) pvt. ltd

Job Description

(General description of

job, issues affecting job

functions)

We are looking for a talented Product Support Executive to provide L1/L2 level of

support for customers. He / She will assume ownership of support cases (Support

Tickets) assigned and will follow through until the case has been closed or reassigned

to another individual or department. The candidate will be expected to use his/her

individual skills, knowledge, data and available resources and/or consult with product

owners/ technology teams to resolve the issue in a timely manner. Good product

knowledge and problem-solving skills are required for this position.

He/She is expected to provide excellent quality application and product support. To

communicate with internal/ external customers to enhance the understanding of

customer problems, and verifies that an appropriate resolution has been applied.

Product support executive should value deadlines and should oriented to handle a high

pressure result driven job.

Role

(Specific tasks and the

role that the person will

undertake)

 Provide remote Level 1 Support on product to end-customers and partners

 Handle end to end Tickets for incidents, requests, escalations

 Handling product support and customer satisfaction is the prime responsibility

 Take appropriate steps to resolve any open support cases in a timely manner

 A complete understanding of the company's products and customers’ profile

 Must possess outstanding written and verbal communication skills

 Should be self-starters, flexible, work well with all teams up to top management &

customers

 Responsibility to solve customer issues and ensure that customers are satisfied

 Regular reporting of the product support work status to his/her supervisor

 Work closely with tech & QA team to resolve pending tickets

 Provide key customer insights and feedback of how people use and feel about our

product

Experience

(Relevant must have

experience)

 1-3 years of relevant technical and/or professional experience in a Tier2

organization in Product Support role

 Experience of working in metrics driven and / or agile environment is an advantage

Job-related Skills

(Technical & professional

skills that the person

must have to be

effective)

 Software / Product Support experience at L1/L2 level of product/tech support

 Experience with resolving high volume and critical support tickets volume per week

 Experience writing technical knowledge base articles and documents

 Excellent soft skills, including critical thinking and issue resolution

 Committed to self-development and knowledge build

 Comfortable to work in a process-driven way with clear SLAs and KPI alignment

 Excellent at resolving issues through application, analysis & simple structured

communications

 Must be able to manage and thrive in a virtual, global, and fast paced environment

 Good working knowledge of technology understanding and ability to quickly learn

and absorb technical details that relates to product, applications and its usage

Desired qualities:

 Action oriented, ability to drive improvements, strong relationship builder, good

communication skills, highly adaptable, and able to thrive in a fast-paced

environment.

 Knowledge/Background in one/more of the verticals that we serve (hospitality, retail,

life-science, franchise-management etc.)

Product Support Executive

Page 2

Knowledge &

Capability

(Relevant experience the

person must have)

Capability Experience

(years)

Capability

Level (1-5) Knowledge

L1/L2 Ticket (Issue)

handling 1-3 4 Managing