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Technical Support Specialist (Level 1)

Pattern
Pune, MH, IN
Full-timeHybrid
22hrs ago1 view0 clicked apply
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Objective
  • Providing quality support to clients 
  • Ensuring stability of client product image stability
    •  
    Measured by: 
  • Response time 
  • Customer and CSM satisfaction
  • Support participation (participation in at least 20% of all incoming requests)
  • Image processing stability, suggestions for improvements 
KEY SUCCESS INDICATORS
  • Median first response time and overall median response time on Intercom under 5 minutes
  • Customer satisfaction on Intercom over 90%
  • CSM satisfaction on Jira higher than 4/5
  • Participation in at least 20% of all incoming requests
  • Number of failed image processing requests lower than 1M in 24 hours 
KEY RESPONSIBILITY AREAS
  • Client direct support on Intercom
  • Internal support on Jira and Slack channel product-support
  • Image processing stability 
Must-haves:
  • Communication skills
  • Patience & empathy
  • Basic SQL ● Fluent English - both written and verbal
  • Knowledge of APIs (FB GraphAPI, GA API)
  • Advanced Logs understanding (Graylog)
  • Deep understanding of image processing in Meta and in ROI Hunter
  • Browser development tools 
Should-haves:
  • Hands on AI Experience
  • Marketing strategies
  • Technical writing skills 


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