Product Support Engineer Job in Bengaluru at LeadSquared

LeadSquared is hiring for the role of Product Support Engineer!

Responsibilities of the Candidate:

• Taking ownership of customer issues reported and seeing problems through to resolution
• Researching, diagnosing, troubleshooting, and identifying solutions to resolve customer issues in using LeadSquared.
• Ask customers targeted questions to quickly understand the root of the problem.
• Resolving all customer issues in time time-bound manner. Comply with the SLA for issue resolution.
• Onboarding new customers: Providing Admin and User training etc. (over the web and in-person).
• Talk clients through a series of actions, either via phone, email, or chat, until they’ve solved a technical issue.
• Work closely with technical teams to enhance the quality of existing products.
• Manage and monitor customers’ expectations.
• Help in keeping customers extremely satisfied and thereby contributing to customer retention.

Requirements:

• 1+ years of experience in supporting web-based software platforms SaaS for North American and Indian customers
• Proven ability to troubleshoot software, understand customer requirements & workflow, and resolve more advanced issues working within escalation procedures.
• Good understanding of API, Webhooks, and Connectors.
• Good to have an understanding of at least one of the programming languages (PHP, Java, Python).
• Operational support experience - the ability to capture the user environment during troubleshooting & work towards speedy and accurate resolutions for client issues.
• Excellent problem-solving, strong written & verbal communication and documentation skills
• Obsessed with customer support and delighting the customers.
• Contribute to developing technical content and IPs such as knowledge base articles, sample scripts, proof of concept, and diagnostic tools.
• Need to work in the 24/7 Shift