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Lead I - Product Support

Lead I - Product Support

UST

2 - 6 years

0 Lacs

pune maharashtra

Posted:2 weeks ago| Platform: Shine logo

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Skills Required

salesforce zendesk ticket creation workflow management customer coordination internal escalation documentation reporting excellent communication written verbal in english basic troubleshooting across platforms known issue handling familiarity with ticketing systems eg freshdesk strong problemsolving time management skills

Work Mode

On-site

Job Type

Full Time

Job Description

As a Level 1 Technical Support Specialist / Product Support Analyst, your role will involve ensuring timely delivery and support to meet client requirements as per product/project specifications. You will be responsible for managing team activities and the readiness of the support ecosystem to ensure a smooth and seamless customer experience. Key Responsibilities: - Triage and categorize support tickets. - Provide answers to standard queries and issues. - Handle basic data exports, log pulls, and user requests. - Escalate unresolved cases to the appropriate internal team. Qualifications Required: - Ticket creation, triaging, and workflow management. - Customer coordination & internal escalation handling. - Documentation & reporting skills. - Excellent communication (written & verbal) in English. - Basic troubleshooting across platforms and known issue handling. - Familiarity with ticketing systems (e.g., Salesforce, Zendesk, Freshdesk). - Strong problem-solving and time management skills. In this role, you will be expected to follow product standards and QA norms, conduct peer reviews and defect logging, participate in deployments and mock testing, and analyze and resolve defects with the senior support team. Additionally, you will identify system improvement opportunities, recommend enhancements to development/engineering teams, and manage end-to-end production support and transitions. You will also be involved in creating team checklists and training content, delivering internal training on product knowledge, maintaining knowledge assets, leading knowledge transfer sessions, mentoring junior team members, contributing to team growth and cohesion, and building working relationships with internal and external stakeholders. It is essential to have experience with ticket creation, triaging, and workflow management, customer coordination & internal escalation handling, documentation & reporting skills, excellent communication (written & verbal) in English, basic troubleshooting across platforms and known issue handling, familiarity with ticketing systems (e.g., Salesforce, Zendesk, Freshdesk), and strong problem-solving and time management skills.,

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Lead I - Product Support