Product Support Associate
Endurance International Group
RemoteFresher3h agovia Naukri
About the Role
As a Product Support Associate, you will be the first point of contact for clients, responsible for troubleshooting technical issues, providing timely customer feedback, and supporting the rollout of new applications.
Key Responsibilities
- Troubleshooting technical issues associated with the use of products and services.
- Following up with clients to ensure problem resolution.
- Handling internal and external escalations via emails/calls.
- Interacting with customers across multiple mediums (calls, chats, emails, etc.) to identify and resolve problems.
- Testing and analyzing active and upcoming products and services.
- Reporting bugs/issues with products and services and assisting in their resolution.
- Strategizing and implementing ideas to improve customer experience, internal processes, operational metrics, and business profitability.
- Working in a 24*7 setup in rotational shifts.
Requirements & Tech Stack
- Networking and DNS (Domain Name System) basics.
- Domain names & Web hosting servers.
- Basic knowledge of Hardware & Linux/Windows Operating Systems.
- cPanel/Plesk.
- Basic knowledge of Web and Email servers.
- Configuration and troubleshooting of mail clients using IMAP/POP/SMTP.
- Web-based CMS (Content Management System) applications like WordPress etc.
Qualifications
- Graduates preferred: Candidates should have a bachelor's degree in engineering, Computer Science, or a related field.
- Willingness to contribute to and deliver outcomes towards meaningful and challenging goals.
- Strong customer service skills, with the ability to express empathy and enthusiasm for a customer-focused experience.
- Strong ability to probe and correctly identify customer needs/concerns.
- Strong customer interaction skills.
- Outstanding written and verbal communication skills.
- Good working knowledge of computers and the Internet; strong ability to develop new skills.
- Avid Internet User, with a strong inclination towards technology.
- Highly motivated and energetic team player, with excellent interpersonal skills.