Product Support Specialist

Bengaluru, KA   |   Full time

PurpleRain is a US-headquartered 8+ year old close-knit, fully distributed bootstrapped and profitable product startup with a 50+ rock star team members who enjoy the challenge of solving hard problems together with inc 500 clients globally through our B2B SaaS products.

We are a hybrid remote company, with in-house teams in Bangalore, London and remote teams globally in 20+ countries where each employee works from home or a co-working space.

Even though we're far away, we're in contact throughout the day in Slack, Basecamp and Zoom.

We encourage continual education through weekly lunch and learns and taking courses to keep us ahead of the latest advancements with yearly retreats.

Frontline support via live chat, tickets, and telephone.
Troubleshooting a variety of technical and non-technical issues customers are facing with their respective product
Performs miscellaneous job-related duties as assigned by the supervisors and management.
Provide customer support and technical support for various products
Answer questions and deliver support to customers with varying degrees of product knowledge and technical proficiency
Responds to customer inquiries by understanding inquiry; reviewing previous inquiries and responses; gathering and researching information; assembling and forwarding information; verifying the customer's understanding of information and answer.
Identify and escalate priority issues; directing cases to appropriate teams and resources as needed
Records customer inquiries by documenting inquiry and response in customers' accounts.
Improves quality service by recommending improved processes; identifying new product and service applications.

Required Skills:
1-2 years of Technical Support Experience.
B.E/ B.Tech Graduate preferred.
Strong written and verbal communication skills
Excellent interpersonal and customer care skills
Understanding of technical terminologies
Ability to ask open-ended questions and uncover information
Ability to work as part of a team
Well organized, meticulous attention to detail with the ability to multi-task
Experience in Web Hosting and VPN
Knowledge of FTP, DNS, cPanel, VPN Protocols, and WHM preferred
Willing to work in shifts in a 24/7 environment.

So what can you expect after you apply? You will:

  • Take a brief survey. Be sure to check your email after you apply.

  • Have a phone conversation with someone on our Recruiting team. This is a high-level conversation about you, but also a good opportunity for you to learn more about us.

  • Meet with our Engineering team. This will be an opportunity for us to get an idea of how you got to where you are, and if where you want to go lines up with where we are going.

  • Provide us with some references.

  • Speak with a member of our senior leadership team. If you have made it this far, just be yourself, and everything will be fine.

Our Core Values

  • We lead with empathy: We believe kindness and empathy lead to effective communication. We assume good intentions and seek mutual understanding from our teammates, customers, and users.

  • We lean into vulnerability: We are not afraid to ask for help or give and receive feedback. We build off our failures and don’t shy away from tough conversations.

  • We rise above the status quo: The status quo leads to pain for the people we serve, our communities, and our clients. We do our best to rise above the status quo, and to do things that no one else are doing. On an individual level, we strive to improve ourselves and always be learning.

  • We match grit with wit: We're creative and resourceful. We find solutions to every problem

...and to further support you, we offer:

  • Excellent health, vision and dental benefits

  • talented, young and motivated team

  • 2x year all-company in-person retreats (fully paid for by us of course)

  • work with a fun team on a product that customers love

  • Share in our organization-wise personal development benefits and leave entitlements

  • Monthly perks reimbursement for Netflix/Amazon Prime

  • Monthly wellness reimbursement

  • Flexible work schedule with work-from-home options

  • A comprehensive tech setup.

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