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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