Product Support Specialist
Product Support Specialist
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Job Description
Company Overview:
Location : Kozhikode / Calicut Kerala
Job Responsibilities
Respond to customer queries via calls tickets and chats.
Strong communication and customer service skills: Strong ability to explain technical solutions to nontechnical stakeholders.
Documentation Skills: Capability to clearly and comprehensively document issue resolutions processes and known issues.
Ability to follow Standard Operating Procedures.
Basic SQL Skills: Ability to write and execute queries to analyze and troubleshoot datarelated issues.
Log Research Expertise: Proficiency in investigating system and application logs to identify root causes.
Advanced Troubleshooting: Experience in resolving issues escalated by L1 teams ensuring timely and accurate resolutions.
Analytical Thinking: Ability to analyze recurring problems and provide insights to prevent future occurrences.
Coordination Skills: Collaborating effectively with Development QA and DevOps teams during issue fixes and release cycles.
POS System Knowledge: Familiarity with POS systems and their configurations would be an added advantage
Requirements
- SQL knowledge including experience in writing queries.
- Familiarity with debugging and analyzing APIs middleware systems and integration tools.
- Exposure to cloud platforms like Azure AWS or Google Cloud.
- Experience with POS systems or SaaSbased applications.
- Understanding of retail ecommerce or payment systems workflows and merchant operations.
- Strong documentation skills for creating documents for the Non technical teams troubleshooting guides and technical manuals.
- Experience in crossteam collaboration working with development QA and DevOps teams.
- Ability to manage escalations efficiently and ensure timely resolutions.
- Proactive problem solver with a customerfocused approach.
- Excellent communication and interpersonal skills for handling escalations and training others.
Benefits
- Competitive Pay
- Performance Bonus
- Longevity Bonus
- Monthly Fun & Entertainments Programs
- Office Pantry filled with Tea & Snacks
- Paid Time Off
- Parental Leave Policy
- Medical Coverage Insurance for Employee and Family
- PF / ESI
- Education Allowances
SQL knowledge, including experience in writing queries. Familiarity with debugging and analyzing APIs, middleware systems, and integration tools. Exposure to cloud platforms like Azure, AWS, or Google Cloud. Experience with POS systems or SaaS-based applications. Understanding of retail, e-commerce, or payment systems workflows and merchant operations. Strong documentation skills for creating documents for the Non technical teams, troubleshooting guides, and technical manuals. Experience in cross-team collaboration, working with development, QA, and DevOps teams. Ability to manage escalations efficiently and ensure timely resolutions. Proactive problem solver with a customer-focused approach. Excellent communication and interpersonal skills for handling escalations and training others.
Employment Type
Full Time
