Product Support Executive

Ahmedabad, India

No. of Openings: 2

Years of Experience: 2-6 years

Educational Qualification:

  • Bachelor’s degree in Computer Science, Computer Engineering or equivalent

Technical Knowledge

  • Provide remote Level 1 Support on product to end-customers and partners
  • Handle end to end Tickets for incidents, requests, escalations
  • Handling product support and customer satisfaction is the prime responsibility
  • Take appropriate steps to resolve any open support cases in a timely manner
  • A complete understanding of the company’s products and customers’ profile
  • Must possess outstanding written and verbal communication skills
  • Should be self-starters, flexible, work well with all teams up to top management & customers
  • Responsibility to solve customer issues and ensure that customers are satisfied
  • Regular reporting of the product support work status to his/her supervisor
  • Work closely with tech & QA team to resolve pending tickets

Key Responsibilities

  • Software / Product Support experience at L1/L2 level of product/tech support
  • Experience with resolving high volume and critical support tickets volume per week
  • Experience writing technical knowledge base articles and documents
  • Excellent soft skills, including critical thinking and issue resolution
  • Committed to self-development and knowledge build
  • Comfortable to work in a process-driven way with clear SLAs and KPI alignment
  • Excellent at resolving issues through application, analysis & simple structured communications
  • Must be able to manage and thrive in a virtual, global, and fast paced environment
  • Good working knowledge of technology understanding and ability to quickly learn and absorb technical details that relates to product, applications and its usage

 

Desired qualities:

Action oriented, ability to drive improvements, strong relationship builder, good communication skills, highly adaptable, and able to thrive in a fast-paced environment.

  • Knowledge/Background in one/more of the verticals that we serve (hospitality, retail, life-science, franchise-management etc.)

 

Our Products :

Insight360 products (https://insight360.analytix.com) include business management and analytics portals, as well as apps and tools designed to provide actionable insights for decision-making and save time on day-to-day tasks of business owners and managers. Insight360 portfolio includes products for Restaurants, Dunkin’ Donuts, hotels, veterinarians and dental practices, as well as a set of industry-agnostic tools and solutions.

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