Product Support Specialist
- Verificient
- 2 - 5 years
- Pune
- 4 years ago
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Job Description
What you ll do:
- Interact with users through a series of actions and answer all queries, resolve issues via various communication channels (chat, telephone or email).
- Maintain and update fact sheets and other information about the application.
- Support the roll-out of new application features.
- Log all incidents and service requests reported to the helpdesk.
- Troubleshoot systems, network problems, diagnosing and solving software issues at users end.
- Escalate problems that cannot be fixed at in tier one support and updating users on the status of problems.
- Document and prioritize help desk tickets, emails, calls and respond in a timely manner as per SLAs.
- Perform market research, documentation, and analysis of data provided.
- Preference will be given to candidates with training, experience, and previous helpdesk experience. And Candidates with up to date knowledge in working in and around Windows and MAC environments.
- Perform other tasks related to the position, as assigned.
Requirements:
- Must be a graduate in any stream. B.E, B Tech, BCA, MCA would be preferred.
- Effective written and spoken English communication skills.
- Must be Articulate and Spontaneous in Active conversations to handle tough situations.
- Ability to recognize the sensitive nature of issues and maintain confidentiality.
- Should be swift in typing speed and grammatically conscious with formal mannerisms in written formats of communication.
- The willingness and curiosity to learn new environments and develop new skills.
- Must be able to work in 24*7 shift.
- A high degree of intensity, follow-through, and collegiality.
- Strong attention to detail with an ability to organize, prioritize and manage multiple tasks in a timely manner.
- Ability to thrive in high demand, high-pressure situations.
- At least 6 months Experience in supporting clients/customers from US/UK/AUS
- Should be familiar with various versions of Windows OS troubleshooting.
- Knowledge on MAC OS X would be an added advantage.
What you ll learn:
- Work With Diverse Populations In Cross-Cultural Or Multicultural Settings.
- Master the operation and application of new technology.
- Will help you prove yourself in the real-world and know more about yourself.
- Interaction with the customers from different horizons.
- Work with some very experienced software entrepreneurs in technologies
- Should be comfortable for Manual QA
Mandates:
- Should have experience in Global customer handling
- Troubleshooting skills
- Experience in call centre will be considered.
- Will be rotational shifts( Shift changes every 3-4 months)
- Transport will be provided till 8-12 Kms.
Shift Timing:
- Night shift: 9.30 PM 5.30 AM IST
- Morning shift: 5.30 AM IST- 1.30 PM IST
- Afternoon:1.30 PM IST- 9.30 PM IST.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Product Management
Role Category: Product Management - Other
Role: Product Manager - Other
Employement Type: Full time
Contact Details:
Company: VerificientLocation(s): Pune
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Keyskills: Troubleshooting Skills Communication Skills Help Desk Mac Os X Spoken English Typing Speed Product Support Windows Night Shift Customer Handling
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