Technical Product Support Role (2-4 yrs) - Bangalore

#LeadSquared is Hiring

Roles & Responsibilities

  • Taking ownership of customer issues reported and seeing problems through to resolution

  • Researching, diagnosing, troubleshooting and identifying solutions to resolve customer issues in using LeadSquared.

  • Ask customers targeted questions to quickly understand the root of the problem.

  • Resolving all customer issues in time bound manner. Comply with the SLA for issue resolution.

  • Onboarding new customers: Providing Admin and User trainings e.t.c (over web and in-person).

  • Talk clients through a series of actions, either via phone, email or chat, until they- ve solved a technical issue.

  • Work closely with technical teams to enhance the quality of existing products.

  • Manage and monitor customers- expectations.

  • Help in keeping customers extremely satisfied and thereby contributing to customer retention.

Key Requirements

  • Tier 2 customer support experience - supporting web based software platforms SaaS - (2-4 years).

  • Proven ability to troubleshoot software, understand customer requirements & workflow and resolve more advanced issues working within escalation procedures.

  • Fair knowledge of API, Webhooks, Connectors.

  • Good to have understanding on at least one of the programming languages (PHP, Java, Python).

  • Operational support experience - ability to capture the user environment during trouble shooting & work towards speedy and accurate resolutions for client issues.

  • Excellent problem-solving, strong written & verbal communication and documentation skills

  • Obsessed with customer support and delighting the customers.

  • Contribute in developing technical content and IPs such as knowledge base articles, sample scripts, proof of concept, diagnostic tools.

  • Willing to work in US time zone.

more details:

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