Job Category: Technical

Job Type: Full Time

Job Location: Remote

Job Title: Product Support Specialist (Techno Functional role)

About eTeki, Inc.

eTeki is a fast, affordable, and efficient IT candidate screening solution used by recruiters and hiring companies, for pinpointing top IT technical talent. eTeki’s on-demand technical interviewing platform consists of more than 3,000 freelance interviewers and leverages video interviewing to assess technical capabilities and experience on behalf of clients.

Objective: We are looking for Product Support Specialists (Techno Functional role) to provide business and technical customer support to eTeki users (Customers / Interviewers / Candidates). Your job will involve answering phone calls, emails, and chats regarding escalated issues for resolution, documentation and follow-up.

Working Hours: EST/CST/MST time zone – Working days as specified by the management (Should be flexible)

Job Description:

Key Responsibilities

Receiving and answering customer/interviewer/candidate functional and technical inquiries and requests via email, phone and online chat.
Job management, candidate scheduling, freelancer interviewers management and interviews management
Build sustainable relationships and trust with customer accounts through open and interactive communication
Maintain the work process by following policies and procedures and documenting it.
Meets the monthly KPIs
Maintains high quality of user service by following organizational standards.
Proactively obtaining technical knowledge by attending training sessions

Desired Candidate Profile:

EST/CST/PST time zone only. Working days (5 day work week) as specified by the management (Should be flexible)

- Strong User Focus: Interviews and Freelance Interviewer management, Explain features, troubleshooting functional and technical issues & follow-up skills; commitment to continuous improvement.
- Previous Analyst/Customer Service/Help Desk experience is a must have.
- Strong business process aptitude