Job Role: Product Support Executive
Location: Ahmedabad
PQE: 3-7 years
A Day in the Life:
- Provide customers with timely, accurate, and helpful answers to their support questions
- Triage support cases and solve or escalate as appropriate for the type of issue
- Ask targeted questions to diagnose problems
- Deconstruct problems in a logical and structured manner
- Reproduce simple to moderately complex problems with the Foundation product
- Guide customers with simple, step-by-step instructions
- Proactively communicate appropriate customer issue resolution expectations and updates in a clear and timely manner
- Accurately record active support issues in case tracking and development systems to track status, manage escalations, document resolutions, and communicate with customers
- Resolve tickets within target metrics for response times, stale cases, case satisfaction, case review/feedback, and other metrics
- Conduct status checkpoints with customers on outstanding issues to ensure customer satisfaction
- Provide excellent customer service and manage sensitive customers effectively
- Manage multiple cases in a fast-moving environment.
- Work extended hours as part of a scheduled rotation
- Work with minimal supervision
About you:
- 3-7 years of total experience in the IT industry
- Bachelor’s degree (include BCA holders as well)/Diploma Degree in Computer Science or Information Technology
- Hands-on experience in application support/software support/desktop support
- Ability to perform remote troubleshooting and provide clear instructions
- Customer-oriented attitude
- Possess excellent written and verbal communication skills
- Ready to work in US shifts
- Strong experience in handling US Support.
- Open to work in night shifts
- Possess excellent English Spoken skills
- Strong MS Office skills
- Ability to adapt to new situations and learn new software applications quickly
- Familiarity with law firms and legal technology preferred
Apply here