Senior Product Support Specialist
Job Description
Title: Senior Product Support Specialist
Company Name: SoftwarePeople
Vacancy: Not specific
Job Location: Dhaka
Employment Status: Full-time
Educational Requirements:
∎ A relevant bachelor's or master's degree from a reputed university
Experience Requirements:
∎ 2 to 3 year(s)
Job Responsibilities:
∎ Provide first level support to end users on a variety of issues through different channels
∎ Investigate, identify and resolve problems that are within the scope and also collaborate with development teams to resolve issues that need their involvement
∎ Analyze severity of issue, prioritize and pursue relevant personnel within the organization to ensure quick resolution and assure customer satisfaction
∎ Grab a thorough understanding of the product modules and underlying business values
∎ Create detailed bug report from customer tickets
∎ Investigate issues to report specific reproducing steps to help development teams in dealing with the solution of the problem
∎ Follow up with product management team and clients with status of specific issues
∎ Clarify end users on functionalities and suggest alternate ways to get the work done if something is not responding as expected
∎ Participate on feature release demo for global audience
∎ Formulate periodic issue reports and share with relevant stakeholders to influence decisions on problem resolution
∎ Co-ordinate with cross border support team to manage issue handling
∎ Continuously focus on improving client satisfaction by improving the support process
∎ Help QA team with execution of tests according to test cases
Additional Requirements:
∎ Must have 2 to 3 years of experience work in the relevant field
∎ Very good knowledge with Zendesk or other such ticketing system would be great
∎ Must be willing to work in different shifts
∎ Fluency in written and spoken English and must have efficient communication skill
∎ Should be caring & passionate about helping out our end users
∎ Candidate should be a structured person with strong analytical skills
∎ Candidate should be able to multi-task and work with a sense of urgency
Application Deadline: January 31, 2020
Company Information:
∎ SoftwarePeople
∎ Business : SoftwarePeople is an ambitious company which values talent, expertise and motivation above all.
SoftwarePeople represents a unique opportunity to work with the latest technology in a truly global environment, where our prime goal is to create innovative solutions for demanding international clients.
Established as a Danish joint venture in 2005 in Dhaka, it is one of the few companies in Bangladesh to provide avenues to work on all areas of the software development life cycle ? spanning from product design to development to quality assurance to deployment & support ? for a product used by renowned international brands. Two times BDJOBS best employer of the year award winner - we offer some of the best benefits available in the Software industry today. If you haven`t worked for SoftwarePeople - you probably don`t know what fun at work truly means. Visit our Facebook page for a glimpse of it: www.facebook.com/softwarepeoplewpp
Category: IT/Telecommunication
