Product Support Engineer

You must have a passion for superior customer/ business satisfaction as part of a successful merchant facing product organisation. You must be a good problem solver and trouble-shooter who not only relishes playing around with gadgets and new technologies but also enjoys the fun of solving new technical problems every day. Be part of a highly energetic and innovative team and create customer delight as a differentiator for Juspay.

Responsibilities:

- Take ownership of customer issues and requests through to resolution

- Research, diagnose and troubleshoot issues following SLAs

- Guide non-technical users through the issue resolution process

- Product integration support for merchants

- Collect and document information about users problems for future references

- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams

- Provide prompt and accurate feedback to customers

- Document knowledge in the form of knowledge base tech notes and articles

- Collaborate with team for application enhancements

Qualification:

- 2 to 6 years of experience working in application and technical support.

- BE/ME in any discipline / MBA/MCA or equivalent

- Excellent trouble-shooter. Strong analytical and problem-solving skills.

- Decent programming skills and SQL knowledge. Able to understand the code.

- Excellent written and verbal communication skills, ability to explain complex technical issues clearly to non-technical users.

- Ability to collaborate across teams and strong interpersonal skills.

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