Infra Market - L2 Product Support Specialist - Ticketing System (2-5 yrs)

Job Description :

Responsibilities :

- Act as the primary point of contact for escalated L2 user issues, providing support through various channels (email, phone, chat).

- Investigate, analyze, and diagnose complex product issues using strong analytical and problem-solving skills.

- Collaborate effectively with engineering, development, and quality assurance teams to identify root causes, develop solutions, and implement fixes.

- Communicate clearly and concisely with users, both verbally and in writing, to explain technical concepts and provide effective troubleshooting steps.

- Document all interactions, issues, and resolutions thoroughly using internal ticketing systems to ensure knowledge transfer and continuous improvement.

- Proactively identify recurring issues and potential areas for product improvement, working with internal teams to enhance the user experience.

- Stay up-to-date on product updates, features, and best practices to provide exceptional support to users.

Technical Skills (Must-Have) :

- Bachelor's degree in a relevant field (computer science, engineering, or equivalent experience).

- 2+ years of experience in technical support or a related role.

- Strong understanding of core technical concepts and troubleshooting methodologies.

- Excellent analytical and problem-solving skills with the ability to identify root causes of complex issues.

Skills Good to Have :

- Experience supporting similar products or technologies is a plus.

- Familiarity with scripting languages or APIs (if applicable to your products) is a plus.

Qualities & Abilities :

- Excellent written and verbal communication skills with the ability to explain technical information to a non-technical audience.

- Strong customer service orientation and a commitment to resolving user issues efficiently.

- Ability to work independently and manage multiple tasks effectively in a fast-paced environment.

- Excellent collaboration and teamwork skills.

- A passion for learning and staying up-to-date with the latest technologies