About the role
Responsibilities:
- Provide technical support to customers via email, chat, and phone.
- Troubleshoot and resolve product, application, and system-related issues.
- Investigate customer-reported problems and identify root causes.
- Collaborate with Engineering, Product, and Customer Success teams to resolve complex issues.
- Document troubleshooting steps, solutions, and support processes.
- Monitor support tickets and ensure timely resolution within defined SLAs.
- Assist customers with product onboarding, configuration, and usage-related queries.
- Maintain a high level of customer satisfaction through effective communication and problem-solving.
Requirements:
- 1-3 years of experience in Technical Support, Application Support, Product Support, or a similar role.
- Strong understanding of troubleshooting web applications and software products.
- Basic knowledge of SQL for querying and data validation.
- Familiarity with APIs, JSON, and REST services.
- Understanding of networking concepts, HTTP/HTTPS, and client-server architecture.
- Excellent analytical, problem-solving, and communication skills.
- Ability to handle multiple issues simultaneously in a fast-paced environment.
Preferred Skills:
- Experience with ticketing tools such as Jira, Zendesk, Freshdesk, or similar platforms.
- Exposure to cloud platforms (AWS, Azure, or GCP) is a plus.
- Basic scripting knowledge (Python, Shell, etc. ) is an advantage.