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Lead I - Product Support

5 years

0 Lacs

Pune Maharashtra India

Posted:2 weeks ago| Platform: Linkedin logo

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Skills Required

support triage export data deployment engineering management analyze transitions development documentation training compliance salesforce zendesk communication troubleshooting reporting escalation agile devops scripting automation configuration confluence sharepoint okrs

Work Mode

On-site

Job Type

Full Time

Job Description

Role Description Job Title: Level 1 Technical Support Specialist Job Type: Full-time Location: [Specify Hiring Location] Experience Range: 2–5 years Role Proficiency Ensure on-time delivery and proactive support to meet client requirements based on product/project specifications. Lead team activities and manage support ecosystem readiness for customer success. Key Responsibilities Support & Implementation: Triage, categorize, and prioritize support tickets Answer FAQs and troubleshoot basic issues Export data, pull logs, and handle common user requests Escalate critical or unresolved issues to appropriate teams Participate in deployment activities and defect resolution Coordinate with Engineering for product bugs/enhancements Product Delivery & Management Analyze customer feedback to identify improvement opportunities Ensure smooth transitions from development to support phase Maintain and contribute to documentation and knowledge base People & Process Mentor junior associates and oversee quality of their work Create SOPs, checklists, and training material Ensure compliance with SLAs, processes, and industry standards Knowledge Management Conduct knowledge transfer and keep documentation updated Actively contribute to internal wikis and support documentation Must-Have Skills Ticket management (e.g., Salesforce, Zendesk) Customer communication (written & verbal) Basic troubleshooting and issue triage Documentation & reporting Familiarity with support workflows and escalation practices Experience in SDLC and Agile methodologies Time and task management Fluent written English Good-to-Have Skills Experience with DevOps and CI/CD tools Knowledge of product deployment and implementation Familiarity with domain-specific business processes Basic scripting or technical automation knowledge Exposure to configuration and release management tools Knowledge of industry-standard knowledge management tools (e.g., Confluence, SharePoint) Key Performance Indicators Reduced ticket volumes to operational team Zero blocker bugs or data loss reported Positive customer feedback and satisfaction Adherence to timelines, quality standards, and compliance Achievement of team and personal OKRs Skills ticketcreation&workflowmgmt.,Customercoordination&InternalEscalation,Documentation&Reporting Show more Show less

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