Product Support Specialist - Pune, India

Verificient; Pune District; On-site; INR 300,000 - 450,000; Full time

Job summary

Verificient is seeking a graduate-level helpdesk professional in Pune to join our global customer support team. You will handle queries via chat, phone or email, log incidents, troubleshoot Windows and MAC issues, and escalate complex problems per SLAs.

You\'ll work in 24/7 shifts (night and morning) with transport support where offered, and gain exposure to new features as the product evolves. Prior US/UK/AUS client support is preferred.

Qualifications

• Graduate in any stream; B.E, B Tech, BCA, MCA would be preferred.
• Effective written and spoken English communication skills.
• Must be articulate and spontaneous in active conversations to handle tough situations.
• Ability to recognize the sensitive nature of issues and maintain confidentiality.
• Should be swift in typing speed and grammatically conscious with formal manners in written formats.

Responsibilities

• Interact with users through a series of actions and answer queries via chat, telephone, or email.
• Log all incidents and service requests reported to the helpdesk.
• Troubleshoot systems and diagnose software issues at the user end.
• Escalate problems that cannot be fixed at tier one and update users on progress.
• Document and prioritize help desk tickets, emails, calls and respond per SLAs.
• Perform market research, documentation, and analysis of data provided.

Skills

English communication

Customer support

Windows troubleshooting

Mac OS knowledge

Typing speed

Shift flexibility

Confidentiality

US/UK/AUS support

Education

Graduate in any stream

B.E./B.Tech./BCA/MCA preferred

Job description

• Interact with users through a series of actions and answer all queries, resolve issues via various communication channels (chat, telephone or email).
• Maintain and update fact sheets and other information about the application.
• Support the roll-out of new application features.
• Log all incidents and service requests reported to the helpdesk.
• Troubleshoot systems, network problems, diagnosing and solving software issues at users end.
• Escalate problems that cannot be fixed at in tier one support and updating users on the status of problems.
• Document and prioritize help desk tickets, emails, calls and respond in a timely manner as per SLAs.
• Perform market research, documentation, and analysis of data provided.
• Preference will be given to candidates with training, experience, and previous helpdesk experience. And Candidates with up to date knowledge in working in and around Windows and MAC environments.
• Perform other tasks related to the position, as assigned.

Requirements

• Must be a graduate in any stream. B.E, B Tech, BCA, MCA would be preferred.
• Effective written and spoken English communication skills.
• Must be Articulate and Spontaneous in Active conversations to handle tough situations.
• Ability to recognize the sensitive nature of issues and maintain confidentiality.
• Should be swift in typing speed and grammatically conscious with formal mannerisms in written formats of communication.
• The willingness and curiosity to learn new environments and develop new skills.
• Must be able to work in 247 shift.
• A high degree of intensity, follow-through, and collegiality.
• Strong attention to detail with an ability to organize, prioritize and manage multiple tasks in a timely manner.
• Ability to thrive in high demand, high-pressure situations.
• At least 6 months Experience in supporting clients/customers from US/UK/AUS
• Should be familiar with various versions of Windows OS troubleshooting.
• Knowledge on MAC OS X would be an added advantage.

What you ll learn

• Work With Diverse Populations In Cross-Cultural Or Multicultural Settings.
• Master the operation and application of new technology.
• Will help you prove yourself in the real-world and know more about yourself.
• Interaction with the customers from different horizons.
• Work with some very experienced software entrepreneurs in technologies
• Should be comfortable for Manual QA

Mandates

• Should have experience in Global customer handling
• Troubleshooting skills
• Experience in call centre will be considered.
• Will be rotational shifts( Shift changes every 3-4 months)
• Transport will be provided till 8-12 Kms.

Shift Timing

1. Night shift: 9.30 PM - 5.30 AM IST
2. Morning shift: 5.30 AM IST- 1.30 PM IST

Disclaimer: This job description has been sourced from a public domain and may have been modified by Naukri.com to improve clarity for our users. We encourage job seekers to verify all details directly with the employer via their official channels before applying.