Associate Product Support
As an 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.
Responsibilities:
- Replicate, understand and troubleshoot end-user technical / non-technical issues via email or live web Chats.
- Manage customer escalations in accordance with agreed SLAs and support agreements.
- Maintain a high level of customer engagement and satisfaction.
- Ability to Present complex technical information to non-technical audiences.
- Coordinate issue resolution efforts with other Tech 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.
- Excellent communication (Verbal and Written) Skills - Native.
- Minimum of 1-years (recent) of proven related experience within an organisation that provides software solutions to International clients (preferably AI based Softwares).
- Prior experience in using Ticket Tracking/ logging tools (e.g, Zendesk).
- Experience in Live chat tools like Intercom, Slack & Skype will be preferred.
- Eagerness to learn and develop skills to improve work performance.
- 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)
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