Product Support Engineer

The Product Support Engineer will be an integral part of the L1 Support team, responsible for addressing customer inquiries and resolving support tickets efficiently. Adherence to Service Level Agreements (SLAs) is critical in this role. The ideal candidate will possess strong knowledge of PL/SQL and SQL, with 3 to 5 years of experience in a similar capacity. Key Responsibilities:

• Provide first-level technical support to customers, effectively handling inquiries and issues related to product functionality.
• Diagnose and troubleshoot customer problems, ensuring timely resolution while maintaining high customer satisfaction.
• Document support interactions and resolutions in the ticketing system, ensuring all information is accurate and up-to-date.
• Collaborate with cross-functional teams to escalate complex issues and contribute to product improvements.
• Maintain adherence to SLAs, ensuring that response and resolution times meet established benchmarks.
• Participate in training and development sessions to enhance product knowledge and support skills.

• Achieve a customer satisfaction rating of 90% or above through effective problem resolution and communication.
• Maintain an average ticket resolution time within the SLA guidelines.
• Contribute to a decrease in repeat support requests by providing thorough solutions and preventive advice.
• Enhance team efficiency by actively participating in knowledge sharing and best practices.
• Demonstrate continuous improvement in technical skills and product knowledge, leading to increased support effectiveness.

Location: Chennai, India