As a Associate 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.
Job Description
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.
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.
What We Do
HR Force was built with the vision of connecting the right people with the right business entity. We are firm believers in utilization of talent for the advancement & betterment of humankind, and live by a policy of "no talent goes unnoticed”.
Our Services include
Talent Acquisition Management
Culture & Employee Branding
Compensation & Benefits Management
Performance Management & Training Development
Internal Policy Creation and Implementation
