Movate
Location
Secunderabad | India
Job description
Job Description
Role - Application/Product Support Engineer
Experience - 1+ Years in US/International Support
Location - Hyderabad
WFO
Shift - Rotational Shift
Principle duties and responsibilities
● Responsible for providing chat, email and video-call based technical assistance on Google products.
● Provides L1 & L2 remote support on Google products and applications, help Googlers answer queries related to it, how to navigate or use the functionality, identify bugs, feature requests; if required need to escalate or file bug with product owners
● Determine bugs, feature requests, feedbacks and user issues on 1st party products, identify root causes and provide resolutions or escalate it to the product team.
● Responsible for user satisfaction and adherence of escalation procedures through effective handling of user problems.
● Comprehend the issue well, provide quality responses and makes effective use of KBs to address issues efficiently
● Adhere to schedule, SLAs, QC, TAT and overall service level targets are achieved as specified by the Client and perform assigned functions according to standardized policies and procedures.
● Infer the User's Feedback and categorize them under a relevant Issue Type
● Master the functionalities of a given product by
○ Testing and Replicating Features/Functionalities the Product in Test Environment
○ Reading and Comprehending the Knowledge Base
○ Referring to Support Articles
○ Simulate live scenarios Product Click Through
● Be up to date with the policies and sensitive to changes given by the Team Lead/Client
● Be proactive and Escalate to Team Lead immediately if a risk / escalation is anticipated or policy breach vulnerabilities are identified
● Adhere to the Information Security of Movate and Client
○ Ensuring compliance to Information Security Policies and procedures
○ Protect information entrusted to you
● Occasional Responsibilities
○ Mentor the team members
○ Transfer product knowledge to newbies
○ Willing to get cross trained on several products
○ Initiate product specific policy update sessions
○ Ideate procedures that enhances overall team's performance
Mandatory Skills
● Good Analytical & Cognitive skills
● Proficient in Communications
○ Good Comprehension Skills
○ Deducible Reading Skills
○ Persuasive Writing Skills
● Healthy probing and inferring skills
● Logical in learning
● Derivative in decision making
● Ability to learn new products and technologies
● Working knowledge of OS (Windows / Mac / Linux), PC architecture and networking
● Working knowledge and understanding of policies and procedures and the ability to determine the course of action based on given guidelines
● Ability to analyze and solve technical problems by investigating potential solutions using troubleshooting skills
● Strive to learn, Eager team player and Responsive
Primary Qualification
● BA/BS/Btech degree or equivalent practical experience
● Minimum 1 year of International calling experience
● Minimum 1 year of Application/Product Technical support experience
● Technical troubleshooting - Experience in troubleshooting issues related to hardware & software issues on at-least one of these operating systems (Linux, Mac and Windows desktop environments, etc)
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