Senior Product Engineer
Rockstar
PostgresReactTypeScript
Job Level
Junior
Tech Stack
PostgresSQL
About the role
- Review, triage and respond to customer queries in a timely and accurate way, via the help desk tool or by email
- Identify customer needs and help customers use specific feature
- Assist Level 2 support on periodic status calls with our customer
- Analyse and report product malfunctions (for example, by testing different scenarios or impersonating users)
- Document customer-specific processes
- Follow up with customers to ensure their technical issues are resolved
- Maintain weekly reports on customer inquiries, responses and feedback so as to develop customer service analytics and trends
- Gather customer feedback and share with our Customer Success, Engineering and Product Teams
Requirements
- 1-3 years of experience in a Technical Support Specialist role, or business savvy and confident recent STEM graduate (BSc in Information Technology or relevant diploma is a plus)
- Work experience in the software industry
- Ability to quickly analyze and understand complex technical issues and break them down into smaller work packages
- Experience using help desk software (JIRA), documentation tools (Confluence), and other remote support tools
- Excellent communication and problem-solving skills
- Patience when handling tough cases is a must
- Multi-tasking abilities
- Applicants must be willing to work on a shifting schedule to support clients across different time zones
- SQL or PostGres skills is a plus
