Ceequence Technologies jobs - Product Support

Product Support Product Support Specialist Pune, India What youll 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 youll 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. Shift Timing Night shift 9.30 PM 5.30 AM IST Morning shift 5.30 AM IST- 1.30 PM IST Afternoon1.30 PM IST- 9.30 PM IST.