Product Support Executive

Technical Support Ahmedabad, Gujarat


Description

 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

Role Progression:

Within 1 month, you will:

  • Complete the 30-day onboarding program and pass all certification knowledge checks
  • Attend daily Customer Success team standup meetings to learn from peers and understand customer needs
  • Shadow experienced team members during their support shifts

Within 3 months, you will:

  • Complete the 90-day onboarding program and pass all certification knowledge checks
  • Cover assigned support shifts paired with an experienced partner
  • Research and answer basic customer questions
  • Replicate reported customer issues and perform initial troubleshooting

Within 6 months, you will:

  • Complete the 180-day onboarding program and pass all certification knowledge checks
  • Independently cover assigned support shifts and take ownership of support cases
  • Triage customer cases and solve or escalate as appropriate

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/UK 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

What sets us apart?

  • Work with an experienced team that has a proven track record of excellence
  • Have the opportunity to learn new tools and trends in software support as we build a best-in-class customer experience
  • You’ll be challenged and encouraged to broaden your skills