Whatfix - Product Support Engineer (1-3 Yrs) Bangalore (Others)

Responsibilities/Key Tasks : - Responsible for providing product support to Whatfix customers/partners via phone and electronically for any product issues they may be experiencing with Whatfix solutions.
-Respond to a variety of incoming support and product inquiries from customers in a timely, professional and effective manner. Assure customer issues are managed within target Service Level Agreements (SLA) and all customer partner interactions and activities are well documented.
-Ideal candidate should enjoy working with customers to solve challenging product problems in a dynamic, fast-paced environment - Monitor customers- systems and perform any action required by technical alert notifications.
-Work with the engineering team for further troubleshooting, bug fixes, or work- around as necessary for product concerns. Also, report common user issues, suggest product improvements and convey important product feedback.
-Ability to work independently when required, with little supervision or direction to provide troubleshooting assistance and problem replication duplication. Formulate action plans (technical and operational) for analysing and resolving reported product issues.
-Participate in solution development and publications for the Whatfix knowledge base resources - Attend Quarterly Customer Review meetings, providing technical status and recommendations - Stay updated on all product features- current, new & in pipeline. Work closely with : - Bachelors or Masters degree in Computer Science/Engineering - 1 years of experience in customer facing role - Ability to understand and handle product issues/escalations independently - Mandatory skill: Past working experience with Javascript, HTML, CSS in a client facing role - Experience with customer communications/support software (Zendesk, Intercom or similar) - Excellent oral and written communication skills, presentation and social skills, and the ability to interface to senior levels of the customer organisation - Available to work North American timezone office hours

Required Skills : English