Technical Support Specialist (Level 1)
PatternE-commerce Acceleration company
Pune, IndiaMid
Ainge Advisory
KSV Global
Knox Lane
Banner Capital Management, LLC
Operations & StrategyNew
About the role
TL;DR
Provide quality client support and ensure product image stability.
- •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
Required skills
SQLJiraSlack
Tech stack
SQLJiraSlack