What are the responsibilities and job description for the Product Support Executive position at Diligent Global Tech Inc.?
We are looking at a Product Support Executive for our Retail Automation Solution. This product is expected to go-live around the September timeframe.
This person will require to perform the below:
- Respond to support queries - including both Incidents & Service Requests
- Examples of issues include: Transactions are not going through, Billing issues, Receipts or Labels are not getting printed, unable to access the application, reports not showing updated data etc.
- Examples of Service Requests include: Managing Master Data, Creating new users, deactivating existing users, creating new products / editing product attributes, generating reports etc.
- This may involve On-Call support during off-hours and weekends for critical issues
- Update the ticketing tool provided with timely updates
- Travel to physical store locations and fix issues, if remote resolution is not possible
- Coordinate with other US team members and offshore team members on issues and procure and deploy resolutions
- Understand the business impact / urgency of the issues and accordingly keep the customer updated on the resolution progress
Ideal person is someone with prior retail product support experience. Freshers can also apply, if they find themselves suitable. There is no software development / programming knowledge required, but an idea of databases, client server applications, cloud applications, APIs, installations, RFID / Barcode / QR Code, Printer integration will be immensely helpful.
Please send profiles to karthick.sethu@diligentglobal.com with pay expectations and availability
Job Type: Full-time
Salary: $30.00 - $40.00 per hour
Schedule:
- Weekends as needed
Experience:
- Customer service: 1 year (Preferred)
Work Location: On the road
Salary : $30 - $40