Product Support Engineer (3-8 yrs)

Job Description :

Responsibilities :

- Provide technical support to customers.

- Ability to meet corporate SLAs.

- Troubleshoot and resolve technical issues related to our software products.

- Collaborate with cross-functional teams to deliver timely resolution of customer issues.

- Lead RCA (Root Cause Analysis) efforts for recurring and critical issues, driving product enhancements and stability.

- Actively contribute to case reduction initiatives.

- Ensuring root cause analysis is carried out where necessary.

- Stay updated on product features and updates to provide accurate and timely support to clients.

- Continuously improve and optimize our technical support documentation, processes, and procedures.

- Owning and progressing cases through to resolution by utilizing available resources and expanding own knowledge.

Requirements :

- 3 to 7 years of product support and customer service experience.

- Experience in both voice and non-voice support.

- Experience in Software Product support is a must and SAAS experience is preferred.

- Excellent interpersonal, communication, and collaboration skills

- Good working on Office tools, CRM Tools, and Suites like Zoho, Salesforce, and CRM.

- Strong technical and problem-solving skills.

- Able to articulate simple complex problems or issues.

- SQL Experience is preferred.