Product Support Engineer

As a Product Support Engineer, The successful candidate will have a knack for effective verbal and written communication and helping customers enquiries (i.e, Technical and Non-Technical System Issues, Guiding Customers on How to use the System) on a large scale over Live Chat platforms, Email & in meetings. You will work closely with our Customer Onboarding, Different development teams to become the support specialist for thousands of new and existing businesses. This is a high-touch, rapport-building position that requires strong communication skills, both written and verbal. The ideal candidate will be upbeat, driven, well- organized, share a passion for technology and a love for working in a dynamic fast paced environment. 

Responsibilities

• Replicate, understand and troubleshoot end-user technical / non-technical issues via email or live web Chats.
• Provide restorative or maintenance actions to resolve clients & end-user problems.
• Manage customer escalations in accordance with agreed SLAs and support agreements.

• Maintain a high level of customer engagement and satisfaction.
• Responds to end-user problems whilst thinking outside the box to provide bespoke solutions to individual customer needs.

• Ability to Present complex technical information to non-technical audiences.
• Track incidents and calls, entering data timely and accurately into the Tracker (Ticketing Software).
• Monitor and ensure 100% accuracy of all escalations and work requests throughout the day and consistently resolve, de-escalate, or further escalate to the relevant teams.
• Coordinate issue resolution efforts with other departments to ensure timely and efficient resolutions are met and customer satisfaction is upheld.
• Adapt to/learn new product enhancements quickly to include in training resources.

Criteria:

• Prior experience with customers in screen sharing softwares (e.g, Zoom, Anydesk, Teams, Logmein etc).
• Prior experience in using Ticket Tracking/ logging tools (e.g, Zendesk).
• Minimum of 1-years (recent) of proven related experience within an organisation that provides software solutions (preferably AI based Softwares).
• Experience in Live chat tools like Intercom, Slack & Skype will be preferred.
• Previous helpdesk/support experience with proven ability to de-escalate and troubleshoot product related issues.
• Ability to translate technical solutions to customers in a non-technical and easy to follow manner.

• International Work/Project/Campaign experience i.e USA, UK, CANADA.
• Excellent communication (Verbal and Written) Skills - Native.
• Excellent interpersonal skills.
• Eagerness to learn and develop skills to improve work performance.
• Working knowledge of MS Office (Spreadsheet, WordProcessor, PowerPoint & etc)
• Ability to deliver high quality of work keeping in frame support metrics like Customer Satisfaction, Turnaround Times, timely follow ups etc.

• Be able to prioritize work based on business and customer demands.
• Willingness to work in Rotational Shift patterns as per business needs (Time Zones GMT, Eastern Time or etc ).
• A team player, with the ability to communicate and work effectively with other departments.

Nice to have:

• Technical experience (API’s SDK’s, Postman).
• Hands-on experience on Zendesk.
• Prior Experience in Customer Queries Audit.