Product Support Executive

As an integral part of the Product support team, The candidate would be responsible for managing the tech support and configuration support layer for issues & requirements. He/She will act as the front face of NI tech support/ Config Ops. The candidate should have a System thinking & problem-solving mindset, Empathetic towards the end users. He/She should be consistently providing solutions to improve the experience of our systems and products. This role requires intense collaboration with the engineering, business, and product teams so that the candidate can be on top of the issues that are being raised by all the stakeholders. The candidate would be required to proactively voice their opinions, concerns, and callouts among the larger stakeholder group. The role also focuses on understanding the data and information available - both quantitative and qualitative, and consistently communicating product feedback and insights.

Role & responsibilities

Provide timely resolutions to the queries, escalations and issues raised by all the stakeholders as per the internal tech support SOPs and guidelines. Acknowledge stakeholders, prompting and politely responding to their inquiries and helping them.

Pick up Serviceability/Tagging concerns raised over mails and channels and share RCA.

Work with the engineering team in resolving the issues that would need involvement in terms of changing code, solving a bug, changing a feature flow, etc.

Coordinate with Engineers on a regular daily basis to either keep track/resolve issues and keep the business teams & partner informed.

Act as a face of the component by helping engineering in prioritizing the issues that have critical business impact.

Act as a bridge between engineering & internal stakeholder teams to mobilize, gather details and drive for closure of technical issues.

Ensuring new SOPs and easy-to-read documentation are prepared for the recurring and new technical issues from the reporters so that tech support can solve these issues in the future without having dependencies on Engg.

Act as a knowledge repository for all the systems & products he/she is handling.

Ensure periodic reports are shared with relevant stakeholders on issues summary and bug metrics.

Ensure frequent capacity building and orientation activities are done with engineering to be updated on the engg systems and product level changes.

Regular internal capability building with other team members.

Regularly connect with engineering teams to understand their view, pain points, and requirements.

Preferred candidate profile

A strategic thinker with an eye for detail and a consumer comes first attitude with utmost empathy is a must-have

Strong knowledge of tech support/ Customer support practices and techniques. Experienced in working with engineering & Product teams.

Outstanding written and verbal communication skills to converse with different internal POCs and stakeholders.

Bachelors degree with minimum 2-3 years of working experience in relevant fields providing Tech support, L1 support to internal and external customers by working with multiple internal teams like engineering, product, business, etc.

Ability to work on multiple projects with different objectives simultaneously

Proficiency with MS Office, Google Docs/Sheet/Forms/Slide/Drive. Should be comfortable working with data frequently.

Medium to high level SQL proficiency.

Excellent stakeholder management skills.

A flexible schedule & Availability that can allow you to support our teams when needed.

Availability to work on weekends based on requirements in terms of P0 issues or downtimes.

Interested candidates can contact :- Sathya S - sathya.s@cielhr.com = 8618271268