Product Support Specialist

We are looking for a Product Support Specialist to provide enterprise-level support to our clients
(hotels). A suitable candidate needs to have a keen eye for detail, work collaboratively within a teamto ensure the smooth functioning of the Operations department. Ultimately, you will be a person ourclients trust. They will rely on you to provide timely and accurate resolutions.

Roles and Responsibilities :
? Respond, manage, and resolve customer queries and issues sent via a ticketing system? Talk clients through a series of actions (either via phone, email, or chat) until their queriesand issues are resolved? Develop and implement strategies that will ensure a positive experience that exceeds thehotel's and its guests expectations? Conduct training sessions for clients to effectively leverage the use of our products? Follow defined steps to set up and configure our products, coordinating with both externalpartners as well as client stakeholders where necessary? Provide feedback and escalate unresolved issues to internal departments (e.g., SoftwareDevelopers, Customer Success/Account Managers).? Prioritise and manage several open issues simultaneously? Operate & drive several projects internally? Create SOPs and document knowledge in detailed steps

Qualifications :
? BE/BSc/BCA or Equivalent Degree (preferably in computer science, or electronics &communications)? Excellent Problem-solving and Communication Skills? Good Understanding of Computer Systems, Mobile Devices and Comfortable UsingSoftware Products? Basic Understanding and Knowledge of DNS (A, NS, MX records, etc)? Ability to Sustain with Dynamic Processes and Constant Updates? Ability to Provide Step-by-Step Guidance, Both Written and Verbal? 0 to 2 Years of Experience in a Client-facing Role in a Consultation/Support Function

Skills : -

DNS
Client SupportEnterprise SupportTroubleshootingTechnical AssistanceClient Relationship ManagementCustomer SuccessTechnical OperationsEnterprise-level support

Ticketing system

Client-facing

Problem-solving

Product configuration

Training sessions

SOPs (Standard Operating Procedures)

Technical support

SaaS (Software as a Service)

Communication Skills