Product Support Representative

Short Description

The Product Support Representative responds to customer product inquiries via telephone or in written internet‑based email or chat sessions, resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters. A great opportunity to bring your customer support experience to a technical role!

• Ensure Tickets and Player Emails are handled within SLA’s
• Research required information using available resources
• Manage and resolve customer complaints
• Provide customers with product and service information via email and live chat
• Identify and elevate priority issues
• Route calls to appropriate resource
• Follow up on tickets
• Document information according to standard operating procedures
• Flexible to work 24/7 shifts

• Proficient in MS Office
• English language proficiency - Expert Level
• Knowledge of customer service principles and practices
• Some experience in a customer service environment

• Tech Support experience is Preferred, but not essential
• Unix skills, understanding of DB queries
• Incident management
• Hands‑on experience monitoring tools like ELK, Nagios, Grafana or similar tools
• Bachelor’s degree or equivalent

• Excellent verbal and written communication skills
• Listening skills
• Problem analysis and problem solving
• Customer service orientation
• Organizational skills

• Leading Complexity
• Leading People
• Leading the Business
• Leading Self

Brightstar is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve, and to creating a fair and inclusive culture that enables all our employees to feel valued, respected and engaged. Brightstar is an equal opportunity employer. We provide equal opportunities without regard to race, color, religion, gender, sexual orientation, gender identity, gender expression, pregnancy, marital status, national origin, citizenship, covered veteran status, ancestry, age, physical or mental disability, medical condition, genetic information, or any other legally protected status in accordance with applicable local, state, federal laws or other laws.

We thank all applicants for applying; however, only those selected to interview will be contacted.

All Brightstar employees have a role in information security. Annual training will be assigned and required as appropriate.

Location:

Hyderabad, IN, 500 081

Requisition

Entry level

Full‑time

Information Technology

IT Services and IT Consulting