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Product Support Specialist - Mumbai, India - Cimpress
Description
Product Support SpecialistDate:
Apr 23, 2024 Location:
Mumbai, MH, IN, 400033#job- { display: inline; } Company: Cimpress Technology
Role, location, and experienceJob Role:
Tier 1 Support Specialist
Job Location:
IndiaExperience: 1 to 4 yearsResponsibilities:1. Monitor incoming support request channels, including chat, email, and ticketing systems.2. Respond to customer requests within SLA, resolving when possible and triaging, routing, and escalating to Tier 2 as appropriate.3. To ensure the tickets associated with support thread are duly updated with appropriate values.4.
Use of reporting tools to analyze ticking data and identify scope of improvement with respect to Response and Resolution SLA's.5.
Operate outbound customer communications about global issues and major incidents by following standard procedures.6. Work effectively remotely (i.e., from one's home), including with a reliable internet connection.Shifts:
The Tier 1 team operates 24x5, with three shifts and a shift allowance
The shifts are:
Morning: 4:30 am to 1:00 pm ISTAfternoon: 12:30 pm to 9:00 pm ISTNight: 8:30 pm to 5:00 am ISTIn future, night shift will not be handled by India
"Must have" skills and qualifications:
1.
Ability to communicate verbally and in writing:
a. In English, well enough to be understood by non-native speakers.b. In both technical language with software development teams and customer language with customers.2. An interest in technology and helping people.3.
Ability to learn detailed knowledge of our applications and our customers, to be able to help replicate an issue, pinpoint the problemarea, and suggest workarounds.4.
Should be aware of basic internet concepts like HTTP, authentication, networking, APIs, browsers and cookies, client-serverrelationships, and e-commerce websites with checkout.5.
Ability to work independently and apply good judgment.a. Frequently without face-to-face/video contact with customers, teammates, and service providers.b. Often by searching for and referencing documentation.General technical skills, including things like:
a. Ability to read error messages and stack traces.b. Ability to query APIs using Swagger, Postman, cURL, or a scripting language.3. Good technical writing skills, in English, including creating diagrams.4. Prior experience in technical help desk or technical customer service, including use of ticketing systems.5. An interest in solving puzzles and good memory and recall.
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