Product Support Specialist

We’re hiring a Product Support Consultant to ensure exceptional client service. Ideal candidates have strong IT support experience and expertise in cybersecurity, cloud solutions, backup, networking, and security.

Work Time - 10:30 am - 7:30 pm ; Monday – Friday: Kakkanad

Responsibilities

· Assist in resolving technical issues under the guidance of senior team members, ensuring efficient and timely resolution of support tickets.

· Address routine customer inquiries and escalate complex issues to the appropriate support level.

· Maintain accurate records of support requests and solutions to contribute to the knowledge base.

· Work closely with team members and other departments to support new product updates and releases.

· Participate in training programs to develop technical skills and knowledge of company solutions.

· Support the team in meeting service level agreements (SLAs) and ensuring customer satisfaction.

· Assist in gathering and analyzing support metrics to identify trends and improve efficiency.

· Continuously build knowledge of cybersecurity, cloud solutions, and networking technologies.

Qualifications:

· 3-6 years of experience in IT support or a related field.

· Bachelor’s degree in Computer Science, Information Technology, or a related discipline.

· Foundational troubleshooting skills with basic knowledge of operating systems, databases, and networking. Exposure to Datacenter operations, Backup/Disaster Recovery, Security, Cloud solutions, Hardware & Networking, and Virtualization Technologies is an advantage.

· Relevant certifications such as CompTIA A+, ITIL Foundation, or similar are a plus.

· Strong communication, problem-solving, and interpersonal skills. Ability to adapt and manage tasks under guidance in a fast-paced environment.

· Willingness to learn and develop skills in delivering quality support services.

· Basic understanding of customer service principles and a professional approach to handling support queries.

Job Types: Full-time, Permanent

Pay: ₹30,000.00 - ₹50,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Schedule:

• Day shift
• Fixed shift
• Monday to Friday

Supplemental Pay:

• Shift allowance

Work Location: In person