Product Support Specialist Job in Verificient Technologie

Job Overview:

We are looking for a Product Support Specialist to join our team. In this role, you will be responsible for interacting with users, answering queries, resolving issues, and providing comprehensive support for our products. You will troubleshoot system and network problems, ensuring a seamless experience for end users. If you are passionate about delivering exceptional customer service and have experience in product support, this is the perfect opportunity for you.

Key Responsibilities:

• User Interaction: Respond to user queries, troubleshoot issues, and resolve problems via various communication channels (chat, telephone, email).
• Maintain Information: Keep product documentation, fact sheets, and relevant application information up to date.
• Support Product Roll-Outs: Assist in the roll-out of new product features, ensuring customers are well-supported during the process.
• Incident Management: Log incidents and service requests reported by users, ensuring proper documentation and prioritization.
• Product Troubleshooting: Diagnose and resolve software issues related to systems and networks, ensuring a smooth experience for users.
• Escalation Handling: Escalate unresolved issues to higher-level support while providing timely updates to users.
• Ticket Management: Prioritize, document, and track helpdesk tickets, responding promptly to meet service level agreements (SLAs).
• Market Research and Documentation: Perform market research and analysis to gather data and insights, supporting product development and documentation.

Requirements:

• Education: A graduate in any stream; B.E, B Tech, BCA, MCA preferred.
• Communication Skills: Strong verbal and written communication skills in English, with the ability to handle complex or difficult situations with professionalism.
• Typing Skills: Swift typing speed, with grammatically accurate communication in written forms.
• Curiosity and Learning: A keen willingness to learn new technologies and continuously improve.
• Shift Work: Ability to work in 24/7 shifts, with rotational shifts occurring every 3-4 months.
• Experience: At least 6 months of experience in supporting clients or customers from US/UK/AUS.
• Technical Skills: Familiarity with Windows OS troubleshooting is essential. Knowledge of MAC OS X is an added advantage.
• Attention to Detail: Strong organizational and time-management skills to manage multiple tasks effectively.
• Stress Management: Ability to handle high-pressure situations with confidence and professionalism.
• Customer Handling: Experience in global customer handling and providing technical support via call center or remote channels is preferred.

What You'll Learn:

• Engage with diverse populations and work in cross-cultural or multicultural settings.
• Gain expertise in the latest product technologies and operational best practices.
• Improve both technical and customer service skills while solving real-world issues.
• Gain exposure to customer interactions across various global regions.
• Collaborate with experienced product managers and software entrepreneurs.

Shift Timing:

• Night Shift: 9:30 PM 5:30 AM IST
• Morning Shift: 5:30 AM 1:30 PM IST
• Afternoon Shift: 1:30 PM 9:30 PM IST

Additional Information:

• Transport will be provided for employees located 8-12 Kms from the office.
• You may be required to perform manual QA tasks as part of the role.

If you are driven to deliver excellent product support and have the technical expertise to resolve issues swiftly, we encourage you to apply!