Job Description / Responsibility
• The product support specialist will be working closely with our team in Austin to provide first level support for our product suite.
• Provide first level support to end users on a variety of issues through different channels
• Investigate, identify and resolve problems that are within the scope and also collaborate with development teams to resolve issues that need their involvement
• Analyze severity of issue, prioritize and pursue relevant personnel within the organization to ensure quick resolution and assure customer satisfaction
• Grab a thorough understanding of the product modules and underlying business values
• Create detailed bug report from customer tickets
• Investigate issues to report specific reproducing steps to help development teams in dealing with the solution of the problem
• Follow up with product management team and clients with status of specific issues
• Clarify end users on functionalities and suggest alternate ways to get the work done if something is not responding as expected
• Participate on feature release demo for global audience
• Formulate periodic issue reports and share with relevant stakeholders to influence decisions on problem resolution
• Co-ordinate with cross border support team to manage issue handling
• Continuously focus on improving client satisfaction by improving the support process
• Help QA team with execution of tests according to test cases

Job Nature
Full-time

Educational Requirements
A relevant bachelor`s or master`s degree from a reputed university

Additional Job Requirements
• Fluency in written and spoken English and must have efficient communication skill
• Should be caring & passionate about helping out our end users
• Candidate should be a structured person with strong analytical skills
• Candidate should be able to multi-task and work with a sense of urgency
• Familiarity with Zendesk or other such ticketing system would be great
• Fresh graduates are encouraged to apply

Send your CV to sp.jobs@wunderman.com