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    Product Support Specialist - Mumbai, India - Cimpress/Vista

    Cimpress/Vista
    Cimpress/Vista Mumbai, India

    1 hour ago

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    Description
    Role, location, and experience

    Job Role:
    Tier 1 Support Specialist

    Job Location:
    India

    Experience: 1 to 4 years


    Responsibilities:

    • Monitor incoming support request channels, including chat, email, and ticketing systems.
    • Respond to customer requests within SLA, resolving when possible and triaging, routing, and escalating to Tier 2 as appropriate.
    • To ensure the tickets associated with support thread are duly updated with appropriate values.
    • Use of reporting tools to analyze ticking data and identify scope of improvement with respect to Response and Resolution SLA's.
    • Operate outbound customer communications about global issues and major incidents by following standard procedures.
    • 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 IST
    Afternoon: 12:30 pm to 9:00 pm IST
    Night: 8:30 pm to 5:00 am IST
    In future, night shift will not be handled by India.

    "Must have" skills and qualifications:


    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.

    • An interest in technology and helping people.
    • Ability to learn detailed knowledge of our applications and our customers, to be able to help replicate an issue, pinpoint the problem
    area, and suggest workarounds.

    • Should be aware of basic internet concepts like HTTP, authentication, networking, APIs, browsers and cookies, client-server
    relationships, and e-commerce websites with checkout.

    • 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.

    • Must have a working knowledge of web calls made via browsers.
    • Expertise with SQL query.
    • Should have work on tools such as Jira, Confluence.
    • Stay on top of the latest technology trends and advancements to provide the best possible support to our clients.
    "Nice to have" skills and qualifications:

    • Ability to comprehend technology, especially a RESTful JSON microservices environment.

    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.

    • Good technical writing skills, in English, including creating diagrams.
    • Prior experience in technical help desk or technical customer service, including use of ticketing systems.
    • An interest in solving puzzles and good memory and recall.
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