Product Support Executive jobs in Chennai at CaddyCode Solutions Private Limited

Process client's request and solve issues via live chat, phone call and email by navigating multiple programs while paying attention to accuracy and detail.
Level 1 support-Handling international customer calls, emails, and chats. Should cover Technical & Customer Support, and Product Queries.
Resolve service issues (Level 1 & 2 as appropriate) by understanding, clarifying customer problem, determining the cause, and ensuring resolution based on SLAs.
Escalating the issues to the appropriate specialist when needed via Sales Force or Jira.
Escalating tickets which have not been resolved, in accordance with Customer escalation procedures.
Assisting in new implementations, installations, upgrades and migrations of existing customers systems.
Updating the clients on their request status accordingly.
To constantly verify documents submitted by clients within specific regions on an hourly basis.
Preparing and interpreting reports and documentation as required in the role with acceptable detail and accuracy.
Communicate and coordinate with internal departments when addressing software bugs or new releases.
Occasionally perform Quality Assurance tasks for testing new software versions and performing UAT.
Taking ownership of customer issues and follow problems through to resolution.
Performing other ad hoc tasks assigned by the Team Lead.
Ability to work independently with minimal supervision on rotational shifts, but excel in a collaborative, team environment.

At CaddyCode, we are creating a Self-Storage global platform that enables every storage operator to manage their facility with 100% automation irrespective of their technical capabilities. 6Storage makes it fast and easy for business to delight their tenants and users. We do this with passion since all the stake holders of the company from Self-Storage experience. Headquartered in Missouri, USA and CaddyCode has a dedicated team operating from 4 global locations (USA,UK, Germany & India) to serve customers