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Product Support Specialist (Techno Functional role)

Product Support Specialist (Techno Functional role)

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
  • Excellent communication skills with strong verbal and written English skills a MUST
    • Regular Graduation in any discipline from a recognized university
    • Strong interpersonal and problem-solving skills
  • Good computer troubleshooting skills (i.e. webcam and microphone connectivity via device and browser settings)


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