Technical Product Support Manager

Job Description

About Quiktrak : Our origins trace back to Woodland Hills, California, in 1991 to a tiny 700-square-foot office with a staff of four conducting leased equipment inspections throughout five Western US States. Fast forward through a move to the Pacific Northwest. Quiktrak is positioned as a leading provider of risk management services and technology for the global financial community. Quiktrak remains at the forefront of technology to show why we are the leaders in this industry. We have successfully expanded our global presence, and today, we provide service in 32 countries with more than 2,000 inspectors. Role: Product Tech Support Executive Location: Hyderabad (Work from Office) Experience: 3-6yrs Notice Period: Immediate joiners Role Overview: Quiktrak is seeking an accomplished Product Tech Support Executive to join our dynamic team. This critical role involves providing technical support for our product, ensuring seamless user experiences, and collaborating with the development team on system improvements. The ideal candidate will use their in-depth technical expertise to troubleshoot, resolve issues, and enhance product performance. This is a fantastic opportunity for an experienced tech professional eager to make a meaningful impact in a dynamic, fast-paced environment Job Responsibilities: First-Point Resolution: Actively address customer tickets, aiming for first contact issue resolution. Master the Product: Very strong understanding of our software product, including all its features and modules. Guide and Assist: Provide users with step-by-step guidance to navigate any challenges they face within the Product. Bug Detection and Delegation : Identify system anomalies and liaise with our development team for swift resolution. Proactive Communication: Be the bridge between Softwire and our users, providing timely and transparent updates on ticket status. Close the Loop: Ensure every ticket is tracked and closed, encapsulating a holistic support journey for our users. Documentation: Regularly update our knowledge base with FAQs and resolutions to common problems, thereby aiding in quicker problem resolution in the future. Continuous Learning: Stay updated on product changes, enhancements, and updates to provide accurate information and support to users. Uphold SLA Standards: Monitor tickets against SLA timelines, ensuring commitments are consistently met. Educational Qualifications: Bachelor's or Master’s Degree in Computer Science, Engineering, IT or a related field, or equivalent work experience. Technical Skills Required: 1. Previous experience in a support or client-facing role in the tech sector. 2. Adeptness in learning and mastering new software tools. 3. Exceptional communication and interpersonal skills. 4. A proactive approach, with a knack for problem-solving. 5. Familiarity with common support tools and platforms like Zendesk, Jirra etc... Soft Skills Required: Fluency in English to interact effectively with US-based clients is a must. Outstanding leadership and organizational skills Consultative approach during internal and external discussions. Excellent written and verbal communications Ability to impress customers and prospects with functional knowledge and understanding of their business. Ability to work effectively with offshore teams – have necessary patience and understanding of cultural differences. Show more Show less