Tier 1 Product Support
Ushur
Product, Customer Service
Bengaluru, Karnataka, India
Posted on Jan 3, 2024
Ushur is transforming the way enterprises communicate and engage with customers. Fueled by consumer’s self-service demands, enterprises are modernizing customer engagement and experience models. Ushur is fast becoming the platform of choice for Customer Experience Automation™, enabling these enterprises to leapfrog their digital native counterparts and deliver delightful customer and employee experiences. With cutting-edge Conversational AI, Machine Learning and Intelligent Process Automation technologies, Ushur has enabled Fortune 100 enterprises including some of the world’s most well known brands in healthcare, insurance, banking and financial services sectors to automate their customer engagement. Cloud-native, 100% no-code and purely workflow-driven, Ushur empowers citizen developers within business operations teams to build AI-powered, fully-automated and omni-channel experience to digitally transform customer journeys end-to-end.
Responsibilities:
Provide first-level technical support and consultation for application issues, requests and questions reported by Customers and Ushur Customer Growth teams. Be the first responders and own it!
Troubleshoot and resolve basic application and system-related issues within defined SLAs followed by weekly SLA reporting
Monitor alerts and incidents via monitoring tools (e.g., Slack channels, SUMO Logic, CloudWatch) and communicate alarms with respective stakeholders for potential action plan
Coordinate with CSM, TC/SC and L2/L3 teams as required for request/issue resolution
Coordinate with Revenue Operations Team to maintain Jira ticketing dashboards for reporting and Org level communication
Conduct initial diagnostics and collect required logs and data for further analysis.
Ensure accurate documentation of all issues, actions, and resolutions in ticketing systems.
Assist customers with product usage-related queries, including navigation, system configurations, and feature adoption assistance.
Perform routine system health checks, including scheduled tasks like backups and system status monitoring.
Participate in knowledge transfer sessions with CSM, TC/SC and L2/L3 teams to continually upskill and improve efficiency.
Follow escalation protocols for major incidents and outages, providing timely updates to stakeholders.
Contribute to improving the internal knowledge base by documenting common issues and their resolutions.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Minimum 5 years of experience in a technical support or customer support role working in a SaaS product/company with a global customer base (Americas is a must).
- Familiarity with using no code builders/workflows
- Familiarity with monitoring and ticketing tools (e.g., JIRA, ServiceNow).
- Basic understanding of cloud platforms (AWS, Azure) and enterprise applications.
- Strong analytical and problem-solving skills with the ability to diagnose issues quickly.
- Excellent communication skills, both written and verbal.
- Ability to work effectively under pressure and in a fast-paced environment.
Benefits
- Great Company Culture. We pride ourselves on having a values-based culture that is welcoming, intentional, and respectful. Our internal NPS of over 65 speaks for itself - employees recommend Ushur as a great place to work
- Bring your whole self to work. We are focused on building a diverse culture, with innovative ideas where you and your ideas are valued. We are a start-up and know that every person has a significant impact
- Rest and Relaxation. 20 days of flexible leaves per year, Monthly Wellness Friday (aka a day off to care for yourself) and more
- Health Benefits. Preventive health checkups, Medical Insurance covering the dependents, wellness sessions, and health talks at the office
- Keep learning. One of our core values is Growth Mindset - we believe in lifelong learning. Certification courses are reimbursed. Ushur Community offers wide resources for our employees to learn and grow.
- Flexible Work. In-office or hybrid working model, depending on position and location. We seek to create an environment for all our employees where they can thrive in both their profession and personal life.
Why join us
- Why join us? We are passionate about Ushur, our product, and helping our employees grow and develop in their career in a caring, collaborative environment.
- We offer a very competitive compensation plan & stock options for the ideal candidates.
Good to have
- Experience with basic application troubleshooting on platforms like EKS, EC2.
- Knowledge of scripting languages for automating tasks (e.g., Bash, Python).
- Familiarity with SFTP configurations and metadata management.
- Understanding of ITIL processes and incident management practices.