Product Support Specialist

Role, location, and experience
Job Role: Tier 1 Support Specialist
Job Location: India
Experience: 1 to 4 years
Responsibilities:
1. Monitor incoming support request channels, including chat, email, and ticketing systems.
2. Respond to customer requests within SLA, resolving when possible and triaging, routing, and escalating to Tier 2 as appropriate.
3. To ensure the tickets associated with support thread are duly updated with appropriate values.
4. Use of reporting tools to analyze ticking data and identify scope of improvement with respect to Response and Resolution SLA’s.
5. Operate outbound customer communications about global issues and major incidents by following standard procedures.
6. Work effectively remotely (i.e., from one's home), including with a reliable internet connection.

Shifts:
The Tier 1 team operates 24x5, with three shifts and a shift allowance. The shifts are:
Morning: 4:30 am to 1:00 pm IST
Afternoon: 12:30 pm to 9:00 pm IST
Night: 8:30 pm to 5:00 am IST
In future, night shift will not be handled by India.
"Must have" skills and qualifications:
1. Ability to communicate verbally and in writing:
a. In English, well enough to be understood by non-native speakers.
b. In both technical language with software development teams and customer language with customers.
2. An interest in technology and helping people.
3. Ability to learn detailed knowledge of our applications and our customers, to be able to help replicate an issue, pinpoint the problem
area, and suggest workarounds.
4. Should be aware of basic internet concepts like HTTP, authentication, networking, APIs, browsers and cookies, client-server
relationships, and e-commerce websites with checkout.
5. Ability to work independently and apply good judgment.
 a. Frequently without face-to-face/video contact with customers, teammates, and service providers.

6. Must have a working knowledge of web calls made via browsers.
7. Expertise with SQL query.
8. Should have work on tools such as Jira, Confluence.
9. Stay on top of the latest technology trends and advancements to provide the best possible support to our clients.

"Nice to have" skills and qualifications:
1. Ability to comprehend technology, especially a RESTful JSON microservices environment.
2. General technical skills, including things like:
a. Ability to read error messages and stack traces.
b. Ability to query APIs using Swagger, Postman, cURL, or a scripting language.
3. Good technical writing skills, in English, including creating diagrams.
4. Prior experience in technical help desk or technical customer service, including use of ticketing systems.
5. An interest in solving puzzles and good memory and recall.