Job Role: Product Support Executive
Location: Ahemdabad
PQE: 3-7 years
Description:
- 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 CE Manager 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 rotationWork with minimal supervision
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