Product Specialist

Performing root cause analysis on customer issues with the goal of enabling both peers and the customer to grow their knowledge of the product..
Thoroughly documenting all communication, troubleshooting, and activity on issues reported by customers.
Educating customers on specific product functionality required to resolve their issues..
Writing and presenting internalinformal courses on troubleshooting areas of product functionality..
Creating solution entries as required.
Working cooperatively with other Technical Support team members and members of other teams such as consulting services, Engineering, technical operations, and deliverability..
Timely communication with customers concerning status of open support issues.
Troubleshooting issues related to 3rd party software applications.
Should be flexible to work in a rotational shift environment (24*7).
Requirements:.
Provide technical support and product guidance to customers, partners, and others involved in developing campaigns and other marketing channel communications on our platform at all stages of the cycle..
Proactively develop and nurture good working relationships with developers and users at customer sites to ensure that their success with our product is assured through your efforts..
Effectively research, record, and maintain ongoing knowledge of best practices for product usage in all areas of functionality.
Build and maintain strong working relationships with other teams that support customer needs and business goals..
1-3 years of experience in a software support environment supporting complex, multi-tiered enterprise software applications..
Experience writing and debugging SQL statements, and XML/Javascript/HTML are required..
Experience with one or more database platforms (Oracle, SQL, MySQL, or PostgreSQL) is required..
Experience with web services APIs, database connectors, and SOAP..
Proven in-depth of knowledge of complex, database-centric, internet-based systems.
Ability to multi-task and work through problems independently.
Excellent Communication skills (written verbal).
Comfortable in 24X7 Working environment.
4-year degree or equivalent experience.
Job Responsibilities:.
Performing root cause analysis on customer issues with the goal of enabling both peers and the customer to grow their knowledge of the product..
Thoroughly documenting all communication, troubleshooting, and activity on issues reported by customers.
Educating customers on specific product functionality required to resolve their issues..
Writing and presenting internalinformal courses on troubleshooting areas of product functionality..
Creating solution entries as required.
Working cooperatively with other Technical Support team members and members of other teams such as consulting services, Engineering, technical operations, and deliverability..
Timely communication with customers concerning status of open support issues.
Troubleshooting issues related to 3rd party software applications.
Should be flexible to work in a rotational shift environment (24*7).