Product Support Engineer

As a Product Support Engineer at HR Force International, you will play a vital role in delivering exceptional technical support to our clients by identifying and resolving issues related to our software solutions. You will interact with customers through various channels including live chat, email, and phone, ensuring a seamless and positive user experience. Your strong product knowledge will enable you to assist users effectively, enhancing their satisfaction and engagement with our systems.

Key Responsibilities
- Diagnose and troubleshoot technical problems reported by clients via email and live chat.
- Provide prompt solutions and workarounds to address issues, maintaining high customer satisfaction levels.
- Manage and escalate customer concerns following established service level agreements (SLAs).
- Keep detailed and accurate records of customer interactions and technical issues within the ticketing system.
- Collaborate with cross-functional teams to resolve issues and contribute to ongoing product improvements.
- Stay updated on product changes and updates to provide customers with accurate and current information.

Required Qualifications
- Fresh graduates or candidates with up to six months of experience in customer or technical support roles.
- A technical background or a degree in Computer Science is essential.
- Familiarity with ticketing systems such as Zendesk and remote desktop tools like TeamViewer or AnyDesk.
- Strong verbal and written communication skills, capable of explaining technical concepts clearly to non-technical users.
- Experience using live chat tools to assist customers efficiently.
- Excellent problem-solving abilities and the capacity to think critically under pressure.
- Proficiency in Microsoft Office Suite, including Word, Excel, and PowerPoint.
- Ability to work collaboratively within a team and across departments.
- Flexibility to work in rotational shifts according to business needs.
- A customer-focused mindset with enthusiasm for technology and software solutions.

Preferred Qualifications
- Experience supporting AI-based software solutions.
- Technical knowledge of APIs and tools such as Postman.
- Prior experience auditing customer queries for quality assurance purposes.

Benefits
HR Force International offers a dynamic and collaborative work environment where your contributions will make a significant impact. We provide a competitive salary and benefits package, along with opportunities for professional growth and development. Join our innovative team and work on cutting-edge SaaS solutions that shape the future of technology.