Product Support Specialist

Are you a communicator Do you love talking to people from all walks of life Do you love fielding questions, solving problems and teaching people new things - If so, we want you!!

Customer Support:

• To resolve complex technical queries and issues of product functionality and defect correction as well as coordinating with the Software Engineers for product support.
• Must be able to demonstrate excellent troubleshooting and problem-solving skills.
• Ensure complete documentation of all activities undertaken with respect to the ticket in the case log.
• Adhere to the Process defined on both Operations and Quality legend.
• Ability to timely Escalation (Approach to handle issue to understand when to escalate & what will be handled by themselves), attention to detail, ability to research and able to arrive at a solution and also challenges the process and come up with different alternatives.

Customer Engagement:

• Understanding customer behavior, expectations from the product analyzing Usage trends and product adaptability to increase usage and make the product sticky.
• Work towards providing an excellent customer experience by going that extra mile on every interaction.

Customer Retention:

• Maintain overall customer satisfaction levels to ensure the continuous relationship with Practo.

Responsibilities:

• Excellent Communication and customer experience
• Semi Voice process ( 40% of Calls and 60% of Emails,Chats)
• Ability to handle customer situation with effective behavior.
• Problem solving efficiency.

Must have :

• Fluency in English & Hindi