The Product Support Specialist responds to user inquiries, troubleshoots issues, manages support tickets, and collaborates with the development team to resolve problems. They maintain documentation and strive for process improvement.
Job Description:
We are seeking for a Product Support Engineer to join our team.
You will be responsible for responding to user inquiries, troubleshooting issues, and collaborating with the development team to ensure timely resolutions.
A strong foundation in debugging applications and excellent communication skills will be critical for success in this role.
Qualifications & Requirements
Technical Skills:
- Basic proficiency in PHP ( Symfony framework ) for backend troubleshooting
- Familiarity with React for frontend troubleshooting
- Basic knowledge of MySQL for basic queries and data analysis
- Previous experience with ticketing system ( preferably Jira )
Technical Skills:
- Strong communication abilities to effectively guide internal users and document issues
- Problem-solving skills and logical approach to troubleshooting
- Customer-focused mindset with a desire to assist users
Experience:
- 2-3 years in a technical support role, supporting web-based applications
- Experience working with cross-functional teams in fast-paced environments
Key Responsibilities
User Support:
- Serve as the first point of contact for all user inquiries
- Respond to user requests in a timely and professional manner, providing clear and concise guidance
Ticket Management:
- Create, categorize, and manage support tickets upon receiving inquiries
- Track, update, and prioritize tickets to ensure timely resolutions
Technical Troubleshooting:
- Use basic debugging skills to replicate, analyze, and diagnose issues
- Work with the development team to escalate and resolve complex issues
Documentation and Process Improvement:
- Maintain comprehensive documentation of support issues and resolutions for future reference
- Identify trends in reported issues and propose improvements to enhance platform stability
- Create and maintain clear and concise user documentation and knowledge base articles to minimize repetitive support requests
- Proactively update and improve documentation based on feedback and newly identified user needs
Top Skills
JIRA
MySQL
PHP
React
Symfony
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