Add office photos
i
Cimpress
Compare
All Filters
88 Cimpress Jobs
Product Support Specialist
Cimpress
posted 5mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- Monitor incoming support request channels, including chat, email, and ticketing systems.
- Respond to customer requests within SLA, resolving when possible and triaging, routing, and escalating to Tier 2 as appropriate.
- Ensure support requests have tickets associated with them and that tickets have an appropriate assignee who is working on resolving the ticket.
- Use ticket reporting to identify support requests that may be taking too long and to suggest process improvements that reduce ticket response and resolution times.
- Ensure tickets are properly updated and completed, including the addition of any data tags used for reporting.
- Operate outbound customer communications about global issues and major incidents by following standard procedures.
- Work effectively remotely (i.e., from ones home), including with a reliable internet connection.
- Ability to communicate verbally and in writing:
a. In English, well enough to be understood by non-native speakers.
b. In both technical language with software development teams and customer language with customers. - An interest in technology and helping people.
- Ability to learn detailed knowledge of our applications and our customers, to be able to help replicate an issue, pinpoint the problem area, and suggest workarounds.
- Should be aware of basic internet concepts like HTTP, authentication, networking, APIs, browsers and cookies, client-server relationships, and e-commerce websites with checkout.
- Ability to work independently and apply good judgment.
a. Frequently without face-to-face/video contact with customers, teammates, and service providers.
b. Often by searching for and referencing documentation.
- Ability to comprehend technology, especially a RESTful JSON microservices environment.
- General technical skills, including things like:
a. Ability to read error messages and stack traces.
b. Ability to query APIs using Swagger, Postman, cURL, or a scripting language. - Good technical writing skills, in English, including creating diagrams.
- Prior experience in technical help desk or technical customer service, including use of ticketing systems.
- An interest in solving puzzles and good memory and recall.
Employment Type: Full Time, Permanent
Functional Areas: Manufacturing
Read full job descriptionPrepare for Product Support Specialist roles with real interview advice
People are getting interviews at Cimpress through
People are getting interviews through
(based on 40 Cimpress interviews) What people at Cimpress are saying
Rating based on 4 Product Support Specialist
reviews
Anonymous · DevOps
Work environment is really good. Higher level always appreciate employee's suggestions. Lots of things to work.
Lay off happens every year. Job is secure in India. Lay off happens in USA. But affects salary raise in Indian employees
Read 4 reviewsProduct Support Specialist salary at Cimpress
What Cimpress employees are saying about work life
Cimpress Benefits
View more benefits
Compare Cimpress with
Vistaprint
Printvenue
Printstop India
Printo Document Services
Canvera
Printland
Inkmonk
TNQ Tech Private Limited
OMICS International
Amar Ujala
Xerox
PULSUS HealthTech Group
Knowledgeworks Global
ABP Group
SiliconIndia
Springer Nature in India
Dainik Jagran
Manipal Technologies
Cordova Publication
Mobius Knowledge Services
Lead SAP SuccessFactors Recruiting Management Configuration Specialist
5-10 Yrs
Bangalore / Bengaluru
Lead SAP SuccessFactors Recruiting Management Configuration Specialist
10-15 Yrs
Bangalore / Bengaluru
