Product Support

As a Product Support Specialist in Pune, India, your role will involve interacting with users through various communication channels such as chat, telephone, or email. You will be responsible for answering queries, resolving issues, maintaining and updating fact sheets, supporting the roll-out of new application features, and logging all incidents and service requests reported to the helpdesk. Additionally, you will troubleshoot systems and network problems, escalate issues when necessary, and prioritize help desk tickets while responding in a timely manner as per SLAs. Market research, documentation, and data analysis will also be part of your responsibilities. Key Responsibilities: - Interact with users through various communication channels to answer queries and resolve issues - Maintain and update fact sheets 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, and software issues - Escalate problems that cannot be fixed in tier one support - Document and prioritize help desk tickets, emails, and calls - Perform market research, documentation, and data analysis Qualifications Required: - Graduate in any stream, B.E, B Tech, BCA, MCA preferred - Effective written and spoken English communication skills - Articulate and spontaneous in active conversations - Ability to maintain confidentiality and recognize sensitive issues - Swift typing speed with grammatical consciousness - Willingness to learn new environments and develop new skills - Ability to work in 24*7 shift Additionally, candidates with at least 6 months of experience in supporting clients/customers from US/UK/AUS, familiarity with Windows OS troubleshooting, and knowledge of MAC OS X will be preferred. Experience in global customer handling, troubleshooting skills, and call center experience will also be considered. The position may involve rotational shifts, and transport will be provided for distances up to 8-12 Kms. In this role, you will have the opportunity to work with diverse populations in cross-cultural settings, master the operation and application of new technology, interact with customers from different backgrounds, and collaborate with experienced software entrepreneurs. You should also be comfortable with manual QA tasks. 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,