Product Support Specialist

**The Role**:
We are looking for a Product support specialist to join our "IC" team. You will be responsible for assisting customers with technical issues or inquiries related to a particular product or service. They should possess a combination of technical expertise, customer service skills, and problem-solving abilities.

**Responsibilities**:

- Product Knowledge: A product support specialist should have a deep understanding of the product or service they are supporting. They should be familiar with its features, functionalities, and technical specifications.
- Troubleshooting: The ability to diagnose and resolve technical issues is crucial. Product support specialists should be adept at troubleshooting problems reported by customers and providing effective solutions.
- Customer Assistance: They should possess excellent customer service skills and the ability to communicate clearly and effectively with customers. This includes active listening, empathizing with customer concerns, and providing accurate and timely information or guidance.
- Documentation and Reporting: Maintaining detailed records of customer interactions, reported issues, and resolutions is essential. Product support specialists should document cases, update knowledge bases or FAQs, and provide reports on common issues or trends.
- Training and Onboarding: Depending on the product or service, a support specialist may be responsible for training customers on how to use the product effectively. They should be able to explain complex concepts in a simplified manner and provide training materials or resources.
- Collaboration: Working collaboratively with cross-functional teams, such as developers, engineers, or sales representatives, may be required. Product support specialists should be able to effectively communicate customer feedback, escalate critical issues, and collaborate on resolving complex problems.
- Continuous Learning: Technology and products evolve over time, so a product support specialist should stay updated with the latest product releases, features, and industry trends. This allows them to provide accurate and up-to-date information to customers.
- Multitasking and Time Management: Prioritizing and managing multiple customer inquiries simultaneously is often necessary. Product support specialists should have good organizational skills and the ability to work efficiently under pressure.
- Adaptability and Flexibility: Each customer inquiry may present a unique challenge. Being adaptable and flexible in approaching different issues is important for providing effective support and finding appropriate solutions.
- Problem-solving Mindset: Product support specialists should have a proactive and analytical approach to problem-solving. They should be able to identify patterns, troubleshoot root causes, and propose improvements to enhance customer experience.

**Requirements**:

- Bachelor’s degree in Computer Science or Computer Engineering
- 3-4 years of experience in Java/Scala and React JS/Backbone.
- Good understanding of MySQL, OOP and Rest APIs.
- Good understanding of AWS.
- Delivery oriented person.
- Multi-tasking person.
- Good testing skills.
- Good verbal and written English communication skills.
- Experience in the Agile software development process.

Wakapi Web