Job Summary

We are looking for a Product Support Specialist to remotely provide level one technical support to a corporate tax software product. This position will be full-time and onsite.

Note: Immediate joiners / 15 days notice period / 30 days notice period are preferred.
Responsibilities
- Answer phone calls and respond to emails and web portal requests
- Be available within the ACD system to answer customer phone calls
- Receive and handle customer issues/requests via tickets within ITSM tool
- Analyze and resolve technical and software related problems
- Log all work activity and efficiently work to resolve or assign ticket to appropriate team
- Engage knowledge of products, tax, and key resources to ensure timely resolution
- Contribute to creating and updating knowledge base articles, sharing knowledge
- Assists with mentoring and training of recent team members
- Drive positive results in Customer Experience through timely response and professional interaction




- Demonstrate self-direction in meeting targets for performance metrics to achieve daily individual work goals and team monthly metrics
- Provide consistent communication with the customer to effectively manage expectations
- Function as a business liaison between clients and their customers, balancing the needs of both the client and the business in a way that drives a mutually agreed upon outcome
What You'll Need

Required:
- Minimum 1-3 years experience as Product Support Specialist (or similar)
- Degree in Information Systems or Computer Science (Preferred) or equivalent experience
- Intermediate knowledge of platforms, operating systems, and web authoring tools
- Basic knowledge of product functional issues, basic technical issues, and the application of corporate tax concepts
- Basic knowledge of computer terms, languages, database concepts, Oracle, SQL Server, etc.
- Familiarity with common ERP systems and concepts
- Customer technical product support experience with analyzing, resolving, and ro

📌 Technical Support Specialist (Bengaluru)
🏢 contactpoint 360
📍 Bengaluru