Synchronoss Technologies Hiring for Product Support Specialist 1 at Bangalore, India Full Time

At Synchronoss We Transform & Digitize Telecommunications, Media & Technology (TMT) Companies.

We know the TMT space. Our platforms, products, people, and partners help Telecommunications, Media, and Technology companies shift their digital business into high gear. We are helping companies create digital customer journeys that reduce cost, improve consumer satisfaction, and create new revenue.

This position will contribute to Synchronoss’ success by providing product support to both internal and external customers that use Synchronoss FA and iNOW Products. The Product Support Specialist 1 will manage customer issues through resolution by analyzing the reported issues and providing solutions. They will also work closely with internal teams to address customer issues and to obtain root cause for these reported issues.

The Product Support Specialist 1 contributes to Synchronoss’ Product Support team by providing product support to both internal and external customers that use Synchronoss FA and iNOW Products. They will manage customer issues through resolution by analyzing the reported issues and providing solutions. They will also work closely with internal teams to address customer issues and to obtain root cause for these reported issues

Responsibilities and essential job functions include but are not limited to the following:

• Work cohesively in a team environment to handle daily management of customer requests:

• Acknowledge newly opened Service Now tickets entered by customers in the specified SLA timelines.

• Resolve customer reported issues by researching and exploring answers and alternative solutions, implementing solutions and fulfilling requests, within the specified SLA timelines.

• Address and escalate critical issues in a timely manner.

• Act as a liaison between the client and internal Synchronoss organizations:

• Interact with the Capture, IMC and VMC teams to ensure customer invoices are received, processed, and completed to maintain customer SLAs

• Interact with the Technical Product Support (TPS) and Site Reliability Engineering (SRE) teams track progress on customer reported application issues and ensure root cause is provided for these reported issues.

• Assist with Product Testing:

• Work with Product Management and Product Development to test new enhancements and bug fixes made in the application.

• Excellent oral and written English communication and interpersonal skills.

• Proficiency with Microsoft Office software (Excel, Word, Power Point, etc) and Business Intelligence Solutions (i.e. Business Objects, PL/SQL,etc).

• Excellent problem solving and analytical skills.

• Highly organized and efficient and able to meet required deadlines.

• Basic understanding of telco cost management processes and/or applications preferred.

• Work well individually, as well as in a team environment.

External Company Name: Synchronoss Technologies

External Company URL: Synchronoss.com

Post End Date: 4/19/2022

iCIMS ID: 2022-5279