Tivona Global has multiple openings for Product Support Engineer based out of Chennai, responsible for providing post and pre sales support of a SAAS based product. They will work closely with development teams and product owners spread across the globe.
Candidate should be Any Graduate with 1 to 3 years of experience in the area of Customer Support/ Technical Support/ Product Support Process. Must have good communication skills (written & verbal) and interpersonal skills. Experience supporting Web-based applications. Should have experience supporting customer over voice/ email/ chat in the US Region
Must have good knowledge on customer/ technical support processes Knowledge on Basic Linux, Networking, Any database or SAAS based Web Applications Knowledge on Incident Management Ability to work 24x7 Knowledge on any of the CRM Tools like JIRA, Salesforce, Zoho Helpdesk, Zen Desk etc
Job Responsibilities-
Respond to issues/ questions reported through Calls, Chats, Emails Ticket Creation/ Validate/ Troubleshoot/ Escalate/ Close within SLA Validate the issue to eliminate false alarms, misunderstandings. Probe the customer for more information to have what we need to resolve the issue Educate customers on the new features available in the product Analyze and create a engineering Bug/ Feature Request Escalate to next level/ engineering team if required
Keep the customer updated at regular interval on the case progress Keep respective internal stakeholders informed/looped Monitor case statuses and keep it up to date with information from customer and internal teams Assist with configuring user profiles, permissions, alerts, settings..etc Create KB articles on any gaps, new process Provide daily shift updates on summary of calls/ emails/ chat
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