Product Support Analyst, Associate

Key Responsibilities

• Answer customer support calls and understand the customer's issue clearly.
• Create support tickets with complete and accurate descriptions of customer issues.
• Provide professional, courteous, and polite customer service in accordance with established procedures.
• Assign the appropriate priority level to tickets based on the nature of the issue.
• Route support tickets to the appropriate team for further investigation and resolution.
• Monitor and manage email, voicemail, and other support channels for new customer requests and create tickets as required.
• Learn and effectively use the team's ticketing and phone systems.
• Handle multiple customer requests and tasks effectively in a fast-paced support environment.
• Support administrative activities such as reporting, document distribution, and other assigned projects.
• Work collaboratively with team members to provide a positive customer-support experience.
• Remain flexible to work different shifts based on the requirements of the 24/7 support operation.

Skills, Knowledge & Expertise

• 0–2 years of experience in dispatch, customer support, technical support, or a similar environment.
• Excellent written and verbal English communication skills, with the ability to communicate effectively with US-based customers.
• Ability to understand a customer's issue and translate the information into a clear and accurate support ticket.
• Strong interpersonal, customer-service, and customer-handling skills.
• Good organizational skills and the ability to manage multiple tasks simultaneously.
• Basic understanding of fast-food and/or restaurant POS operations and systems.
• Proficiency in basic Microsoft applications, particularly Word and Excel.
• Willingness and flexibility to work across shifts, including India overnight hours, according to business requirements.
• Ability to work effectively as part of a team.
• Previous experience working with Point of Sale (POS), restaurant, or fast-food environments and terminology.
• Basic technical knowledge of PC systems.
• Previous experience using CRM or ticket-management systems such as Salesforce, Zendesk, or ServiceNow.
• Experience using cloud-based PBX/telephone systems such as AWS Connect, Mitel, or RingCentral.

Benefits

• Shift allowance will be paid if employee works within required parameters based on business needs.
• Spot bonus awards are possible depending on individual performance and contributions. (Star Awards)