Product Support Specialist

at Apty (View all Jobs)

Bangalore, IN

So, who are we? What's our story?

Apty- Enterprise Software Adoption at scale.

What we’re looking for?

Apty's data engine analyzes the user data and provides actionable insights so you can improve efficiency at an unprecedented scale. Apty also functions as an innovative and intelligent platform to provide users with real-time guidance while navigating through web applications. Apty also helps increase employee self-sufficiency and reduce the load on tech support.

Apty set sail with a mission to rescue companies stranded when justifying tech ROI and help them gain real, measurable business value when implementing leading technology solutions. Over the years, we have observed that most successful implementations of tech solutions leverage sailing on the strong currents of user adoption. Keeping this in mind, the explorers have developed Apty to enable customers to gain the most out of the treasures of their tech investment.

Apty loaded with all the goodies makes working with web applications and enterprise solutions a cakewalk.

What we’re looking for?

As part of the Product Support Specialists team you will be an integral part of the globally operating support team which owns product issue resolution for customers and partners. The role is to deliver high quality support to technical and non-technical users of Apty through email, phone and documentation.

If you enjoy working with international customers, digging deeply into technical issues, and finding the right answers and solutions to a wide variety of questions, then we are looking for you.

Objectives of this Role :

  • Respond to customer inquiries and assist in troubleshooting and diagnose the application problems.
  • Actively update and monitor all tickets.
  • Researching, diagnosing, troubleshooting and identifying solutions to resolve customer issues in time bound manner to comply with the SLA for issue resolution.
  • Create canned responses for all common tickets and also maintain repository of well known responses.
  • Collaborates with engineering and product team to drive issue resolution
  • Talk customers/partners through a series of actions, either via calls, email or chat.
  • Manage and monitor customers’ expectations.
  • Help in keeping customers extremely satisfied and thereby contributing to customer retention.

Skills Required :

  • Strong customer focus and ability to understand customer requirements and communicate complex technical systems
  • Comfortable working in and assisting others through company help desk software, such as Freshdesk.
  • Resolve advanced issues working within escalation procedures.
  • Proven ability to troubleshoot software
  • Excellent problem-solving, strong written & verbal communication and documentation skills
  • Professional written and interpersonal skills are essential when communication with clients and internal stakeholders.
  • Accept constructive criticisms from customers.
  • Maintain a good CSAT score with all customers. Drive customer feedback module.
  • Reporting knowledge of Tickets based on SLA, types, CSAT etc

Daily and Monthly Responsibilities :

  • Respond to all incoming tickets within the SLA .
  • Categorise the tickets accordingly and coordinate with relevant internal stakeholders for resolution.
  • Followup with Customers and internal stake holders regularly for resolution or more information required.
  • Submit weekly report of all tickets handled with resolution time, First response, First time resolution, Priority, SLA, CSAT etc .
  • Weekly meeting with product team to explain the bugs and enhancement requests raised in the tool.
  • Drive Customer satisfaction and positive reviews
  • Train the customers on product on case basis.

Qualifications :

  • Bachelor’s Degree in Information Systems/Computer Science
  • 2+ years of relevant experience in technical support positions in Product based or SAAS companies
  • Extensive knowledge of core JavaScript, Html, CSS and frameworks like React/Angular.
  • Good to have understanding SQL and MySQL databases

Equal Opportunities and Accommodations Statement :

Apty Inc is deeply committed to building a workplace and global community where inclusion is not only valued but prioritized. We're proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, family status, marital status, sexual orientation, national origin, genetics, neurodiversity, disability, age, or veteran status, or any other non-merit based or legally protected grounds.

Apty Inc is committed to providing reasonable accommodations to qualified individuals with disabilities in the employment application process. To request accommodation, please contact at least one week in advance of your interview.

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Why Apty?