Product Support

As a Product Support Specialist in Pune, India, your primary responsibilities will include interacting with users to address queries and resolve issues through various communication channels such as chat, telephone, or email. You will be tasked with maintaining and updating fact sheets and other relevant application information, as well as supporting the roll-out of new application features. Additionally, logging all incidents and service requests reported to the helpdesk, troubleshooting systems and network problems, and diagnosing software issues at the users" end will be part of your daily routine. In cases where problems cannot be resolved at tier one support, you will escalate them while keeping users informed of the problem status. Furthermore, you will be required to document and prioritize help desk tickets, emails, and calls, responding promptly in accordance with SLAs. Market research, data analysis, and documentation will also be part of your responsibilities. Candidates with training, experience, and a background in helpdesk support, as well as knowledge of working within Windows and MAC environments, will be given preference. Other duties related to the position may also be assigned to you. To qualify for this role, you must hold a graduate degree in any stream, with a preference for candidates with B.E, B Tech, BCA, or MCA qualifications. Effective written and spoken English communication skills are essential, along with the ability to handle tough situations through articulate and spontaneous conversations. Recognizing the sensitive nature of issues and maintaining confidentiality will be crucial, as well as possessing swift typing speed and grammatical accuracy in written communication. Being willing to learn new environments, develop new skills, and work in 24*7 shifts are also mandatory requirements. In addition, you should demonstrate a high level of intensity, follow-through, and collegiality, with a strong attention to detail and the ability to organize and prioritize multiple tasks effectively. Thriving in high-demand, high-pressure situations, having at least 6 months of experience in supporting clients/customers from the US/UK/AUS, and familiarity with troubleshooting various versions of Windows OS are desired qualifications. Knowledge of MAC OS X would be advantageous. In this role, you can expect to work with diverse populations in cross-cultural or multicultural settings, master the operation and application of new technologies, and gain real-world experience. Interaction with customers from different backgrounds and collaboration with experienced software entrepreneurs in various technologies will also be part of your learning journey. Comfort with manual QA is also required. Key mandates for this position include experience in global customer handling, troubleshooting skills, and a background in call center operations. You should be prepared for rotational shifts with changes every 3-4 months, and transport will be provided for distances up to 8-12 Kms. Shift Timings: - Night Shift: 9:30 PM - 5:30 AM IST - Morning Shift: 5:30 AM - 1:30 PM IST - Afternoon Shift: 1:30 PM - 9:30 PM IST,