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Product Support Associate at Fourkites, DLF, Porur

1 - 3 yrs
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Not Disclosed by Recruiter Openings: 2 Posted 8 days ago Job Applicants: 2500+ Job Views: 4500+

Job Description

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    • Become a product expert - you will be the go-to resource for understanding how our product works
    • Identify and recommend process improvements to deliver the highest level of customer satisfaction
    • Partner with our engineering team to find and fix bugs before they impact our customers
    • Proactively provide feedback to our product team about product improvement opportunities
    • Work in coordination with the sales team and customer success team to provide product-based support to them
    • Follow standard procedures for proper and timely escalation of unresolved issues to the appropriate internal teams
    • Educate and support all internal users by passing on product knowledge so that users become less reliant on support.
    • Provide high quality support via phone, email and chat, helping our customers troubleshoot and resolve any issues that arise
    • Provide product training & demos to internal and external customers
    • Perform UATs on product releases

    • 1-3yrs of hands on support experience with global customers in the product support space
    • Bachelors Degrees; knowledge in logistics would be desirable
    • Fluent in English with excellent listening, verbal and written communication skills; ability to communicate in a foreign language is desirable
    • Ability to extract, analyze and report on data; knowledge of database tables & SQL
    • Intermediate to advanced knowledge of Excel required
    • Working knowledge of Salesforce or other ticketing systems preferred
    • Demonstrated technical knowledge --familiarity with cloud software and developer tools, and are eager to learn new skills
    • Knowledge of web services, APIs preferred
    • Knowledge of common data formats such as JSON and XML preferred
    • Experience in SaaS or other tech startups a plus
    • Able to work in night shift and/or weekend shift as required
    • Demonstrated ability to organize and create structure out of sometimes ambiguous problems
    • Demonstrated ability to troubleshoot complex issues and find resolutions
    • Excellent critical thinking skills with an ability to find creative solutions
    • Highly detail-oriented and focused on quality
    • Customer-first attitude with strong sense of empathy and excellent follow-up skills
    • Superior time management and organization skills & attention to detail
    • Team player--supportive to other support specialists, collaborative, sharing newly learned knowledge with one another, and filling in for one another as needed
    • Demonstrated ability to adapt to a fast paced and changing technical environment
    • Self-starter, seeks out challenges
    • Includes night shift and rotational shift

Salary: Not Disclosed by Recruiter

Industry: IT-Software / Software Services

Functional Area: IT Software - Application Programming , Maintenance

Role Category:Admin/Maintenance/Security/Datawarehousing

Role:Technical Support Engineer

Employment Type: Permanent Job, Full Time


Desired Candidate Profile

    • Any Candidate who holds 1 - 3 years of Experience as a Tech Support / Product Support 
    • Possess Excellent Communication  
    • Experience in handling International client through email and chat. 
    • Experience in Troubleshooting and Bug Fixing 
    • Willingness to work in Night Shift / Rotational Shift


UG: B.Tech/B.E. - Any Specialization

Company Profile:

FourKites India Pvt Ltd

FourKites is re-shaping the logistics industry for real-time transparency and efficiency. FourKites provides comprehensive real-time tracking and supply chain visibility solutions across transportation modes and digital platforms.

We have Fortune 100 shippers and Transporters, Top 25 Freight Brokers as our customers.

We love what we do, and we love the impact we have already driven for the clients we work with. We believe in empowering our employees to be the absolute best they can be, and we aren't afraid to have a little fun in the process.
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Job Posted by

Sindhu Sivanarain Company Recruiter FourKites India Pvt Ltd Chennai


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