Product Backend Support Job in Mumbai at Forbes Advisor

Forbes Advisor is hiring for the role of Product Backend Support!

Responsibilities of the Candidate:

• Monitor and manage incoming tickets, inquiries, and issues related to the website's backend functionality.
• Investigate reported issues to identify root causes and determine appropriate solutions.
• Collaborate with cross-functional teams, including developers and QA, to resolve technical issues promptly.
• Prioritize and categorize tickets based on severity and impact on user experience.
• Provide clear and accurate explanations of technical concepts to non-technical users.
• Track and document all interactions and resolutions in the support ticketing system.
• Respond to email requests from users and customers related to backend functionality, troubleshooting, and technical queries.
• Provide timely and relevant information to assist users in resolving their issues.
• Offer technical guidance to users facing challenges with backend features, ensuring they have a positive experience.
• Troubleshoot and diagnose technical problems, proposing effective solutions.
• Work closely with the development team to relay user feedback, identify bugs, and contribute to improving the overall website functionality.
• Collaborate with support and QA teams to maintain consistent and accurate information sharing.
• Contribute ideas to enhance the efficiency of issue management and support processes.
• Participate in discussions to improve the website's user experience based on user feedback and reported issues.

Requirements:

• A bachelor’s degree and 2-4 years of relevant experience in this role or in a similar Backend/ customer support role. 
• Must have International (US, UK) customer service experience
• Experience in stakeholder management or work exposure with global teams. 
• Ability to work independently and as part of a team.
• Willingness to work night shifts to align with US business hours.
• Excellent verbal and written communication skills in English, free from mother tongue and regional language influence. 
• A strong understanding of digital marketing and experience in the insurance domain is a plus. 
• Professional-level email drafting

Perks:

• Day off on the 3rd Friday of every month (one long weekend each month)
• Monthly Wellness Reimbursement Program to promote health and well-being
• Monthly Office Commutation Reimbursement Program
• Paid paternity and maternity leaves
• Group Medical Insurance
• Group Term Life Insurance (2.5X of the CTC)
• Group Personal Accident Insurance (3 X of the CTC)