The impact you will create on the Job:
- Interacting with customers using the telephone, email, and chat services to resolve support incidents
- Contact and resolve customer issues within the target service level agreements
- Scope and document customer incidents with troubleshooting, root cause, and resolution information
- Follow the internal processes, policies, and guidelines on collaboration, escalation & communication
- Contribute to the internal and external knowledge base for faster resolution of incidents
What do we look for
- Must have minimum experience of 1-3 years in a product support business interacting with English-speaking customers over calls, emails, and chat preferably US-based
- Must have good verbal and written communication skills in the English language.
- Problem-solving skills and good troubleshooting acumen
- Passion for technology and aptitude to ramp up on technical and business concepts.
- Be able to work in high visibility, high-pressured scenarios
- Willing to work in rotational 24/7 support shift model, On-call rotation, and work off hours as required
- Good level of familiarity with using ticketing and tech support platforms such as Zendesk, Freshdesk, and Salesforce
- Collaborate across teams to identify root cause for technical issues
- Collaborate and work closely with core engineering teams daily
- Own and drive technical issues through to resolution
- Proficient with technical problem-solving methodologies
- Ability to effectively communicate technical details to all audiences
- Excellent communication and interpersonal skills
- Strong organizational and time management skills
Technology Stack
Frontend:
Must have
- Javascript, HTML5, CSS3, JQuery,
Good to have
- LESS Twitter Bootstrap, Typescript, SASS, Angular JS/ React
Backend:
Must have
- Anyone or more of the following programming languages
Node.js/ Python/ PHP/ JAVA*
- Anyone or more of the following framework
Laravel, Django, Zend, Spring, Hibernate
Database:
Must have
- Working knowledge of SQL queries
- Anyone or more of the following databases Mongo, Postgresql or any other NoSQL DB knowledge
Not mandatory but good to have:
- Experience using Grunt, Bower, and Git.
Must have:
- Basic networking concepts.
- Basic Linux terminal commands
- Knowledge of various HTTP headers, cookies, web APIs, web servers, SSL
- Knowledge of troubleshooting tools such as curl, postman, fiddler, chrome debugger etc.
Whats in it for you
- Immense growth, and continuous learning.
- Work with some of the most innovative brains.
- Opportunity to explore your entrepreneurial mindset.
- An open culture where your creative bug gets activated.
- Multiple products to build the relationship.
