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Product Specialist IRC251048
| Job: | IRC251048 |
| Location: | India - Gurgaon |
| Designation: | Engineer |
| Experience: | 3-5 years |
| Function: | Product Support |
| Skills: | API Testing, HTML, Oracle, SOAP, SQL, XML |
| Work Model: | Hybrid |
Description:
– Performing root cause analysis on customer issues with the goal of enabling both peers and the customer to grow their knowledge of the product.
– Thoroughly documenting all communication, troubleshooting, and activity on issues reported by customers
– Educating customers on specific product functionality required to resolve their issues.
– Writing and presenting internalinformal courses on troubleshooting areas of product functionality.
– Creating solution entries as required
– Working cooperatively with other Technical Support team members and members of other teams such as consulting services, Engineering, technical operations, and deliverability.
– Timely communication with customers concerning status of open support issues
– Troubleshooting issues related to 3rd party software applications
– Should be flexible to work in a rotational shift environment (24*7)
Requirements:
- Provide technical support and product guidance to customers, partners, and others involved in developing campaigns and other marketing channel communications on our platform at all stages of the cycle.
- Proactively develop and nurture good working relationships with developers and users at customer sites to ensure that their success with our product is assured through your efforts.
- Effectively research, record, and maintain ongoing knowledge of best practices for product usage in all areas of functionality
- Build and maintain strong working relationships with other teams that support customer needs and business goals.
- 1-3 years of experience in a software support environment supporting complex, multi-tiered enterprise software applications.
- Experience writing and debugging SQL statements, and XML/Javascript/HTML are required.
- Experience with one or more database platforms (Oracle, SQL, MySQL, or PostgreSQL) is required.
- Experience with web services APIs, database connectors, and SOAP.
- Proven in-depth of knowledge of complex, database-centric, internet-based systems
- Ability to multi-task and work through problems independently
- Excellent Communication skills (written & verbal)
- Comfortable in 24X7 Working environment
- 4-year degree or equivalent experience
Preferences:
– Performing root cause analysis on customer issues with the goal of enabling both peers and the customer to grow their knowledge of the product.
– Thoroughly documenting all communication, troubleshooting, and activity on issues reported by customers
– Educating customers on specific product functionality required to resolve their issues.
– Writing and presenting internalinformal courses on troubleshooting areas of product functionality.
– Creating solution entries as required
– Working cooperatively with other Technical Support team members and members of other teams such as consulting services, Engineering, technical operations, and deliverability.
– Timely communication with customers concerning status of open support issues
– Troubleshooting issues related to 3rd party software applications
– Should be flexible to work in a rotational shift environment (24*7)
Job Responsibilities:
– Performing root cause analysis on customer issues with the goal of enabling both peers and the customer to grow their knowledge of the product.
– Thoroughly documenting all communication, troubleshooting, and activity on issues reported by customers
– Educating customers on specific product functionality required to resolve their issues.
– Writing and presenting internalinformal courses on troubleshooting areas of product functionality.
– Creating solution entries as required
– Working cooperatively with other Technical Support team members and members of other teams such as consulting services, Engineering, technical operations, and deliverability.
– Timely communication with customers concerning status of open support issues
– Troubleshooting issues related to 3rd party software applications
– Should be flexible to work in a rotational shift environment (24*7)
What We Offer
Exciting Projects: We focus on industries like High-Tech, communication, media, healthcare, retail and telecom. Our customer list is full of fantastic global brands and leaders who love what we build for them.
Collaborative Environment: You Can expand your skills by collaborating with a diverse team of highly talented people in an open, laidback environment — or even abroad in one of our global centers or client facilities!
Work-Life Balance: GlobalLogic prioritizes work-life balance, which is why we offer flexible work schedules, opportunities to work from home, and paid time off and holidays.
Professional Development: Our dedicated Learning & Development team regularly organizes Communication skills training(GL Vantage, Toast Master),Stress Management program, professional certifications, and technical and soft skill trainings.
Excellent Benefits: We provide our employees with competitive salaries, family medical insurance, Group Term Life Insurance, Group Personal Accident Insurance , NPS(National Pension Scheme ), Periodic health awareness program, extended maternity leave, annual performance bonuses, and referral bonuses.
Fun Perks: We want you to love where you work, which is why we host sports events, cultural activities, offer food on subsidies rates, Corporate parties. Our vibrant offices also include dedicated GL Zones, rooftop decks and GL Club where you can drink coffee or tea with your colleagues over a game of table and offer discounts for popular stores and restaurants!