Associate Product Support

Associate - Product Support
Location: Gurgaon
Functional Area: Operations
Education Qualification: B. Tech, BCA, MCA
Experience: 1-4 Years

Key Responsibilities:

• Respond to and log all inquiries received from clients via telephone, chat,
email, or web site
• Maintain detailed documentation and updating tickets for all incoming support
requests in real-time
• Keep well documented and updated case notes on all tickets daily
• Provide daily communication to clients on outstanding ticket status
• Identify, analyze, troubleshoot and resolve client service requests
• Work as a team member to collaboratively resolve client requests and technical
issues, partners and vendors.
• Participate in group discussions, meetings, work teams, and company staff
meetings and events.
• Provide first level customer support including troubleshooting basic issues with
software applications
• Manage multiple cases at one time
• Ask and gather intelligent questions about the clients business and accurately
record in ticketing system
• Properly escalate tickets to a higher level of support as necessary including
service that exceeds skill level or any other issue that could impact customer
satisfaction

Required Skill Set:

• Excellent verbal and written communication skills Remote Support Analyst
must make the customer feel like their concerns are being appropriately
addressed either on the phone or in email; and must be able to communicate
details of the problem and the initial troubleshooting steps effectively to the
next level of support
• Basic technical skills to troubleshoot and resolve questions/issues with
computer hardware, network/internet connectivity, email, and other software
applications
• Ability to work proactively and collaboratively with the entire team.