Product Support

As a Product Support Specialist in Pune, India, your role will involve interacting with users to address queries and resolve issues through various communication channels such as chat, telephone, or email. You will be responsible for maintaining and updating fact sheets and other application information, as well as supporting the roll-out of new application features. Logging all incidents and service requests reported to the helpdesk, troubleshooting system and network problems, and escalating issues that require higher-tier support are also key responsibilities. Additionally, you will document and prioritize help desk tickets, emails, and calls, responding in a timely manner according to SLAs. Market research, data analysis, and other assigned tasks will also be part of your responsibilities. Qualifications required for this role include being a graduate in any stream, with preference given to candidates with training and previous helpdesk experience. Effective written and spoken English communication skills are essential, along with the ability to handle tough situations and maintain confidentiality. Swift typing speed, grammatical accuracy, willingness to learn new skills, and the ability to work in a 24*7 shift are also necessary. Strong attention to detail, organizational skills, and the ability to thrive in high-pressure situations are important for success in this role. Some additional details about the company include the opportunity to work with diverse populations in cross-cultural settings, master new technologies, interact with customers from various backgrounds, and learn from experienced software entrepreneurs. Comfort with manual QA is also required. Key Responsibilities: - Interact with users to address queries and resolve issues through various communication channels. - Maintain and update fact sheets and application information, support new feature roll-outs. - Log incidents and service requests, troubleshoot system and network problems. - Document and prioritize help desk tickets, respond in a timely manner. - Perform market research, data analysis, and other assigned tasks. Qualifications: - Graduate in any stream, with preference for B.E, B Tech, BCA, MCA. - Effective written and spoken English communication skills. - Ability to handle tough situations, maintain confidentiality. - Swift typing speed, grammatical accuracy in written communication. - Willingness to learn new skills, work in a 24*7 shift. - Strong attention to detail, organizational skills, ability to thrive in high-pressure situations. Please note that experience in global customer handling, troubleshooting skills, and call center experience are mandatory. Shifts will be rotational, with transportation provided for distances up to 8-12 Kms. Shift Timings: - Night shift: 9.30 PM 5.30 AM IST - Morning shift: 5.30 AM IST - 1.30 PM IST - Afternoon shift: 1.30 PM IST - 9.30 PM IST As a Product Support Specialist in Pune, India, your role will involve interacting with users to address queries and resolve issues through various communication channels such as chat, telephone, or email. You will be responsible for maintaining and updating fact sheets and other application information, as well as supporting the roll-out of new application features. Logging all incidents and service requests reported to the helpdesk, troubleshooting system and network problems, and escalating issues that require higher-tier support are also key responsibilities. Additionally, you will document and prioritize help desk tickets, emails, and calls, responding in a timely manner according to SLAs. Market research, data analysis, and other assigned tasks will also be part of your responsibilities. Qualifications required for this role include being a graduate in any stream, with preference given to candidates with training and previous helpdesk experience. Effective written and spoken English communication skills are essential, along with the ability to handle tough situations and maintain confidentiality. Swift typing speed, grammatical accuracy, willingness to learn new skills, and the ability to work in a 24*7 shift are also necessary. Strong attention to detail, organizational skills, and the ability to thrive in high-pressure situations are important for success in this role. Some additional details about the company include the opportunity to work with diverse populations in cross-cultural settings, master new technologies, interact with customers from various backgrounds, and learn from experienced software entrepreneurs. Comfort with manual QA is also required. Key Responsibilities: - Interact with users to address queries and resolve issues through various communication channels. - Maintain and update fact sheets and application information, support new feature roll-outs. - Log incidents and service requests, troubleshoot system and network problems. - Document and prioritize help desk tickets, respond in a timely manner. - Perform ma