SignEasy

Product Support Engineer - SignEasy (BB-744B3)

Found in: Talent IN

Description:
We have been a customer-first company since our roots, while caring about a team that prides in supporting each other and solving problems they feel passionate about. We have created an environment that challenges them to be creative while they work on products that have received multiple accolades at the global stage from the biggest technology platforms, of the likes of Apple, Google and Microsoft. Take a peek into our culture here. About the role Were looking for a Product Support Specialist who is obsessed with problem-solving and helping our customers succeed in managing their paperwork more efficiently with SignEasy on iOS, Android, or our Web app. If our customers are reaching out to Support, its because theyve encountered a problem and need you to fix it! In these moments of frustration, our customers are looking for an empathetic, patient, and proactive person to walk them through a full resolution. You will be responsible for helping customers work through bugs, address their billing and payment questions, escalate cases to Sr Product support effectively(with all relevant details. describing the workflow precisely and mentioning the steps to replicate in detail), and troubleshoot advanced solutions in a timely fashion. For thousands of customers like these, you will be the first impression of SignEasy. This role will require you to communicate effectively, and enjoy the challenges of providing excellent customer service in a fast-paced environment. You will provide guidance for process and performance improvements and best practices. The Product Support Specialist provides a fantastic opportunity to learn and sharpen your customer support skills, work with a growing team, and support a product that customers love. Please note the work Timings for the role would be US Timezone (India time 6 PM - 3 PM / 7 PM - 4 PM / Rotational US Shifts) basis the business requirement. What you'll do First and foremost, dive head-first into support tickets when they come in via email, phone, and chat. Resolve our customer's product issues and questions by providing appropriate solutions. Troubleshoot, identify and escalate technical issues to the Sr Product support engineer. Manage customer expectations regarding issue resolution time and feature delivery. Identify sales/upsell opportunities through support interactions. Apply churn reduction strategies to increase customer stickiness. Identify power users to generate testimonials and referrals via positive feedback. Respond to reviews on AppStore/Playstore What we're looking for 2 years of experience in Product Support, preferably at a SaaS or Tech company. Patience, care, and empathy. You enjoy talking to people and solving their problems. Experience using helpdesk ticketing software. Technical experience of working with cloud-based software applications and mobile apps, log files and billing systems for troubleshooting. Technical experience of working with backend admin control systems and user logs. High level of English fluency with clear and professional communication (written and spoken). Experience with meeting and exceeding support KPIs. Highly detail-oriented, with excellent organizational and communication skills. Ability to learn quickly, adapt to change and are self-driven to dig deep into problems.

calendar_today1 day ago

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info full time

location_on Nelamangala, India

work SignEasy

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