Profile: Production Support Specialist
Pan India: Work from home job
Job Function
We are seeking a dedicated Production Support Specialist to join our team and provide exceptional technical support to users of our software applications in the Atlassian framework. The successful candidate will play a crucial role in ensuring the smooth operation of our products in production, as well as providing internal support to various teams across the organization. If you are customer-focused, technically skilled, and have experience with Atlassian tools, we invite you to apply for this dynamic role.
Responsibilities
- Customer Support: Respond promptly to user inquiries and technical issues related to our software applications in production. Troubleshoot, diagnose, and resolve issues to ensure minimal disruption to user workflows.
- Atlassian Expertise: Leverage your experience with Atlassian tools (Jira, Confluence, etc.) to assist users in optimizing their usage of these platforms and troubleshoot any related issues.
- Internal Support: Provide technical support to R&D, Sales, and Finance teams, helping them effectively use software tools, resolve issues, and improve their productivity.
- Issue Management: Document and track user-reported issues in a comprehensive manner using issue tracking systems. Collaborate with development teams to ensure timely resolution.
- Knowledge Sharing: Create and maintain support documentation, FAQs, and knowledge base articles to assist users and internal teams in self-service issue resolution.
- Escalation Handling: Escalate critical issues to appropriate teams or individuals, providing all necessary information for quick and effective resolution.
- Continuous Improvement: Identify recurring issues and contribute insights for process improvements to prevent future occurrences.
- Customer Interaction: Engage with customers through online channels (emails, chat, forums) to provide guidance, assistance, and proactive updates.
- Metrics Tracking: Monitor and report on key metrics related to response times, issue resolution, user satisfaction, and overall support effectiveness.
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or related field.
- Strong experience with Atlassian tools such as Jira and Confluence.
- Strong knowledge of spreadsheet products such as Excel and Google Sheets
- Proven track record in providing exceptional customer support, preferably in a technical capacity.
- Excellent communication skills, both written and verbal, with experience in online customer interactions.
- Ability to multitask and prioritize effectively in a fast-paced environment.
- Analytical mindset with a strong problem-solving orientation.
- Familiarity with issue tracking systems and knowledge base tools.
- Customer-focused attitude and a strong commitment to user satisfaction.
- Knowledge of accessibility standards and screen reader applications a plus