You will be responsible for:
- Deliver high-quality technical support to end-users by efficiently handling and resolving client complaints.
- Accurately document all issues, queries, and concerns raised by clients, especially sellers.
- Ensure timely and effective resolution of customer complaints to drive satisfaction and maintain client relationships.
- Communicate with clients to provide accurate information related to products, services, and processes.
- Diagnose, debug, and identify reported issues, escalating critical cases based on defined priority levels and client SLAs.
- Conduct deep dives into reported issues and deliver comprehensive Root Cause Analyses (RCA).
- Guide clients through troubleshooting steps and corrective actions to resolve issues efficiently.
- Identify recurring problems and suggest improvements to internal systems or panels for better performance and user experience.
- Gather and assess all relevant information to resolve product- or service-related inquiries accurately.
- Route unresolved issues to appropriate internal teams and follow up until closure.
- Collaborate and coordinate with internal departments such as development, QA, and operations for issue resolution.
- Effectively prioritize and manage multiple open cases, ensuring timely follow-ups and updates
Skills & Experince you will bring along:
- Any graduate with a strong technical aptitude.
- Minimum of 2 years in technical support or application support roles, preferably in client facing environments.
- Excellent verbal and written communication skills, with the ability to clearly articulate technical concepts to non-technical stakeholders.
- Proficient in Python, with the ability to quickly write and modify scripts for debugging or automation.
- Strong working knowledge of MySQL, MongoDB, and DynamoDB for data validation and troubleshooting.
- Experience with RabbitMQ and Kafka for understanding and debugging event-driven workflows.
- Good understanding of AWS cloud services relevant to application support and monitoring
Tools & Platforms:
- Hands-on experience with ticketing systems like JIRA or Freshdesk.
- Familiarity with API testing tools such as Postman for request-response analysis.
- Ability to monitor and interpret system logs to identify and address issues proactively.
- Strong analytical and logical thinking to investigate, replicate, and resolve client-reported issues.
- Capability to prioritize and manage multiple open cases in a fast-paced, dynamic environment.
- Exposure to E-commerce or logistics platforms and an understanding of associated workflows and operational processes.
