ADDA - 3Five8 Technologies Private Limited jobs - Product Support

Selected intern's day-to-day responsibilities include:

1. Solve issues encountered by customers engaged in implementing and using ADDA products
2. Create a support ticket for each newly reported customer issue, subsequently ensuring that the content and status of each ticket is kept current
3. Provide resolution via tickets
4. Obtain and record all information needed to replicate issues encountered by customers within their working environment
5. Maintain oversight over the status of open tickets, ensuring that an appropriate level of communication is maintained with affected customers
6. Contribute to continuous improvement within the customer support function, using retrospective to enhance best practices, and proactively sharing this knowledge with others
7. Provide guidance, coaching, and support as needed to other staff who may engage in technical support activities from time to time
8. Use profiling tools to perform an initial analysis of product performance issues before involving more senior support personnel or the development team
9. Write internal and external knowledge base articles to share tips and best practices with team members and customers
10. Contribute to the technical analysis and recommendations in response to customer escalations that are addressed to or come to the attention of the ADDA team