Product Support Executive (level 2) (full Time)

E-Dictate It Solutions Pvt. Ltd.

job summary

we are seeking a technically adept and proactive level 2 product support executive with proven expertise in software testing and technology. this role is responsible for resolving technical issues escalated by the level 1 support team, testing new features and product releases, and performing minor code fixes for technical bugs. the right candidate will provide high-quality support to customers and employees, including direct communication with us-based clients, ensuring a world-class support experience and product quality.

key responsibilities

• handle and resolve technical issues escalated from the level 1 support team which require more advanced troubleshooting or code-level intervention.

• communicate with customers and internal employees via email, chat, and phone to provide timely, clear, and effective technical support.

• analyse, troubleshoot, and resolve product and application issues that are beyond the scope of level 1 support.

• identify, diagnose, and deliver code fixes for minor technical bugs in the product.

• conduct comprehensive testing (manual/automated) of all new features, product releases, and bug fixes prior to deployment in the live environment.

• document, track, and manage bugs/issues using internal ticketing and bug-tracking systems.

• work closely with the development and qa teams to ensure timely and quality resolution of issues.

• assist with software deployment, configuration, and verification as required.

• create and update knowledge base documentation, faqs, and support articles.

• provide feedback for improving product usability and reliability based on support interactions and testing insights.

• escalate complex unresolved issues to product development or other relevant teams as needed.

required skills & qualifications

• bachelor’s degree in computer science, information technology, or related discipline.

• 3+ years’ experience in a technical/product support role, preferably in a level 2 support capacity.

• strong knowledge of technologies (c#, ), sql server, and ability to analyse/modify code for minor bug fixes.

• hands-on experience in software/product testing, including the use of manual and automated testing tools.

• excellent written and spoken english communication skills, comfortable working directly with us-based staff and customers.

• strong troubleshooting, analytical, and technical problem-solving skills.

• experience with ticketing and bug-tracking systems (., zoho).

• self-motivated, with the ability to work independently in a 100% remote capacity.

• ability to manage and prioritize multiple issues and projects in a fast-paced environment.

if you meet the above criteria and are ready for a challenging and rewarding remote career, please apply with your updated

• Experience

  3 - 6 Years

• No. of Openings

  1

• Education

  Any Bachelor Degree

• Role

  Product Support Executive

• Industry Type

  Manufacturing / Production / Quality

• Gender

  Male

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Home