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About the role
As a Product Support Specialist at Kore.ai, you will play a crucial role in ensuring customer satisfaction by resolving issues and providing support in a timely and efficient manner. Your responsibilities will include: - Understanding and strictly adhering to the Kore.ai support process - Communicating clearly and effectively with customers and internal stakeholders - Following defined Service Level Agreements for resolving tickets - Conducting screen-sharing web conference calls for remote diagnostics - Documenting issues and solutions accurately in knowledge base articles - Providing support for all product lines of Kore.ai - Collaborating with cross-functional teams for issue resolution - Adapting to support shift schedules as required by leadership To excel in this role, you must have: - 2-6 years of experience in delivering customer support for web or mobile applications - Proficiency in tracking and resolving support issues within SLAs - Ability to implement product features, test defect fixes, and document results - Strong collaboration skills for working across different teams - Systematic approach to gathering information for Root Cause Analysis - Proficiency in analyzing logs for troubleshooting - Programming skills in at least one language - Experience with ticket tracking tools - Strong communication skills in English - Self-organizational skills and proactive reporting - Empathy towards customers and ability to handle challenging situations - Team player mindset and respectful communication with peers - Willingness to learn new technologies and tools Additionally, the following skills would be beneficial: - Previous knowledge of Node.js, HTML, and CSS - Basic understanding of Linux - Familiarity with tools like Postman, API testing, and web servers - Knowledge of ITIL fundamentals - Proficiency in global languages - Basic Java/Scripting knowledge - Understanding of web and mobile enterprise applications - Familiarity with Web Services, APIs, SDKs, and tools like Postman and VS Code - Basic knowledge of Node.js and Browser Console/DevTools - Ability to summarize complex issues verbally and in writing Educational Qualification: Any graduation degree, preferably in a technical field like Computer Science or MCA. You will be based in the India operations office located in Hyderabad, Telangana. Join Kore.ai to be a part of the AI transformation journey and contribute to simplifying the adoption of advanced AI solutions responsibly. As a Product Support Specialist at Kore.ai, you will play a crucial role in ensuring customer satisfaction by resolving issues and providing support in a timely and efficient manner. Your responsibilities will include: - Understanding and strictly adhering to the Kore.ai support process - Communicating clearly and effectively with customers and internal stakeholders - Following defined Service Level Agreements for resolving tickets - Conducting screen-sharing web conference calls for remote diagnostics - Documenting issues and solutions accurately in knowledge base articles - Providing support for all product lines of Kore.ai - Collaborating with cross-functional teams for issue resolution - Adapting to support shift schedules as required by leadership To excel in this role, you must have: - 2-6 years of experience in delivering customer support for web or mobile applications - Proficiency in tracking and resolving support issues within SLAs - Ability to implement product features, test defect fixes, and document results - Strong collaboration skills for working across different teams - Systematic approach to gathering information for Root Cause Analysis - Proficiency in analyzing logs for troubleshooting - Programming skills in at least one language - Experience with ticket tracking tools - Strong communication skills in English - Self-organizational skills and proactive reporting - Empathy towards customers and ability to handle challenging situations - Team player mindset and respectful communication with peers - Willingness to learn new technologies and tools Additionally, the following skills would be beneficial: - Previous knowledge of Node.js, HTML, and CSS - Basic understanding of Linux - Familiarity with tools like Postman, API testing, and web servers - Knowledge of ITIL fundamentals - Proficiency in global languages - Basic Java/Scripting knowledge - Understanding of web and mobile enterprise applications - Familiarity with Web Services, APIs, SDKs, and tools like Postman and VS Code - Basic knowledge of Node.js and Browser Console/DevTools - Ability to summarize complex issues verbally and in writing Educational Qualification: Any graduation degree, preferably in a technical field like Computer Science or MCA. You will be based in the India operations office located in Hyderabad, Telangana. Join Kore.ai to be a part of the AI transformation journey and contribute to simplifying the adoption of advanced AI solutions responsibly.
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