Product Support Executive – Digital Platforms

Requirements:

• 13 years of experience in product support customer support application support service desk or a related technology role with a basic understanding of web and mobile applications user accounts authentication and common application issues.
• Strong troubleshooting analytical thinking communication and documentation skills with experience using ticketing systems support tools or issue-tracking platforms.
• Ability to manage multiple requests prioritize urgent issues and maintain accurate records while working comfortably with cross-functional technical and non-technical teams.
• Strong customer-service mindset and professional written communication.
• Experience supporting OTT streaming SaaS consumer digital or high-volume online platforms.
• Familiarity with video playback buffering login subscription payment device compatibility or application update issues.
• Basic understanding of APIs browser troubleshooting mobile diagnostics and network connectivity.
• Experience with tools such as Jira Zendesk Freshdesk ServiceNow or equivalent platforms.
• Exposure to incident management knowledge management and service reporting.
• A calm empathetic and solution-oriented approach to user support with ownership of support requests from intake through closure or appropriate escalation.
• Clear accurate and timely communication with users and internal teams along with strong attention to detail when capturing evidence and documenting issues.
• Proactive identification of recurring problems and opportunities to improve the user experience.
• Respect for privacy security and internal support processes.

Responsibilities:

• Monitor incoming product support requests through approved support channels and ticketing systems.
• Understand categorize prioritize and document reported issues questions and user feedback.
• Provide timely and clear responses to users regarding common product account access playback and application-related concerns.
• Perform initial troubleshooting using standard support procedures knowledge articles and diagnostic checks.
• Reproduce reported issues where possible and capture relevant steps screenshots logs device details and timestamps.
• Escalate technical issues to Engineering QA DevOps or Product teams with complete and actionable information.
• Track incidents and support tickets through resolution including follow-ups and user communication.
• Identify recurring issues and contribute to knowledge base articles FAQs troubleshooting guides and support documentation.
• Support release validation by reporting user-impacting defects and verifying fixes when requested.
• Share recurring user feedback service-impacting trends and improvement opportunities with relevant teams.
• Follow defined response escalation data privacy and information security procedures.