Product Support Analyst

Our team is growing but we are not adding members just to fulfil requests. We are searching for individuals who are ready to be a part of the next big thing and are excited about growing with our company! Leadership is anxiously waiting to cultivate and develop your skills and prepare you for the career journey of a lifetime.

If you consider yourself to be a team player, goal-oriented, and possess a passion for helping others; apply to become a part of the Etech Global Services Team.

About Us :

Globally, we are over 3000 strong, and we are always searching for new team members who will offer fresh and innovative ideas and diverse approaches to everyday problem-solving. Etech is governed by 12 character commitments : Integrity, Valuing People, Teamwork, Accountability, Communication, Vision, Adaptability, Humility, Creativity, Teachability, Positive Influence, and Courage. Together, these 12 commitments guide our workplace culture and set the tone for how we treat each other.

What We Offer :

- Canteen Subsidy

- Night Shift allowance as per process

- Campaign Allowance

- Health Insurance

- Tuition Reimbursement

- Rewards & Recognition

- Internal movement through IJP

The Role :

Product Support Analysts are responsible for providing advanced frontline technical support to Client admins, clients, and partners, solving complex technical challenges, and contributing to continuous improvement initiatives across our global support team. Working with the Client SaaS platform, you will be providing world-class product support to clients and partners in a fast-paced environment. By problem-solving technical issues and completing root cause analysis, you will play a key role in implementing improvement initiatives for our broader organization. This is a unique opportunity to collaborate with cross-functional teams (including Professional Services, and Product & Engineering) to relentlessly drive the enhancement of our world-class, customer experience management platform.

- Deliver first-class support across our global customer base and exceed our customer's expectations.

- Collaborate cross-functionally with internal teams (e.g. Managed Services, Product, Engineering), providing key product insights and development opportunities.

- Provide timely expert advice and speedy resolutions to support cases and resolve escalated cases from first-level support.

- Own the investigation and resolution of complex cases while escalating cases to the next tier of our support organization, as needed.

- Contribute to process improvement initiatives in the support organization.

- Create and refine knowledge base articles.

- Collaborate closely with the other global support regions North and South America, Europe, Australia, and Asia.

- Provide feedback to your peers, helping them to grow and develop, while also contributing your creative ideas to the leadership team.

- Support high-severity incidents as part of our incident management and response team, including being part of a rotating on-call schedule.

What Youll Be Doing :

- Solves Problems with Efficiency Skilled at analysing problems, determining the root cause(s), and finding the optimal resolution. Collaborates, Decision Quality, Nimble learning, and Manages Ambiguity.

- Has a Bias for Action Prioritizes work, sets deadlines, and delivers results. Action-oriented, Drives results, ensure accountability, Plans and Aligns.

- Continuous Improvement and Innovation Proactively find opportunities for improvement; appropriately leverages technology, and optimizes processes to improve organizational performance. Tech Savvy, Being Resilient, Optimizes Work Processes, Cultivates Innovation.

- Enables the Success of Others Find value in helping others succeed. Effectively leverage their knowledge and experience to multiply the impact of those around them. Customer Focus, Interpersonal Savvy, manages complexity, Strategic Mindset.

We expect you to have :

- Bachelors degree or equivalent work experience.

- Good understanding of JavaScript, XML, HTML, and CSS.

- Knowledge of SaaS technologies and platforms

- Experience with the client platform and Salesforce Service Cloud is a plus.

- 3+ years (s) of experience working in a Salesforce Case Management tool, technical support, or customer service-focused environment.

- Excellent verbal and written communication skills in English.

- Team player who can lead and make decisions in difficult and ambiguous situations.

- Experience working in a startup environment.

- Able to respond to on-call notifications within 30 minutes to support high-severity incident management, including on weekends & holidays, as part of a rotating on-call schedule.

- Able to complete the Personal Identity Verification (PIV) background approval process. [US employees only]