Product Support Specialist

As a Product Support Consultant, you will play a crucial role in ensuring exceptional client service. Your strong IT support experience and expertise in cybersecurity, cloud solutions, backup, networking, and security will be invaluable in this role. Your work hours will be from 10:30 am to 7:30 pm, Monday to Friday at Kakkanad. You will be responsible for assisting in resolving technical issues with the guidance of senior team members, ensuring efficient and timely resolution of support tickets. Additionally, you will address routine customer inquiries and escalate complex issues to the appropriate support level. Maintaining accurate records of support requests and solutions to contribute to the knowledge base will be essential. Collaboration with team members and other departments to support new product updates and releases is also a key aspect of the role. Participation in training programs to develop technical skills and knowledge of company solutions is expected. You will support the team in meeting service level agreements (SLAs) and ensuring customer satisfaction. Gathering and analyzing support metrics to identify trends and improve efficiency will be part of your responsibilities. Continuous learning and building knowledge of cybersecurity, cloud solutions, and networking technologies are encouraged. To qualify for this role, you should have 3-6 years of experience in IT support or a related field, along with a Bachelor's degree in Computer Science, Information Technology, or a related discipline. Foundational troubleshooting skills and basic knowledge of operating systems, databases, and networking are required. Exposure to Datacenter operations, Backup/Disaster Recovery, Security, Cloud solutions, Hardware & Networking, and Virtualization Technologies will be advantageous. Relevant certifications such as CompTIA A+, ITIL Foundation, or similar are considered a plus. Strong communication, problem-solving, and interpersonal skills are essential. You should have the ability to adapt and manage tasks under guidance in a fast-paced environment. A willingness to learn and develop skills in delivering quality support services is expected. A basic understanding of customer service principles and a professional approach to handling support queries are necessary. This is a full-time, permanent position with benefits including health insurance and Provident Fund. The work location is in-person with a day shift, fixed shift, and shift allowance provided. If you meet these qualifications and are ready to contribute to a dynamic team environment, we encourage you to apply for the Product Support Consultant position.,