Associate Product Specialist

Role Overview: As an Associate Product Specialist at Growfin.ai, your role is crucial in delivering exceptional customer support and driving the growth of the product offerings. You will serve as the primary point of contact for customers, providing timely and effective solutions to their queries and concerns. This position offers you the opportunity to develop problem-solving skills, understand product workflows, and collaborate with cross-functional teams to enhance customer satisfaction and product success. Key Responsibilities: - Provide frontline product support through email, chat, and calls to ensure prompt responses to customer inquiries. - Acknowledge and address customer requests within agreed Service Level Agreements (SLA) timelines. - Conduct initial troubleshooting, validate customer-reported issues, and escalate to Product Specialists or Engineering teams as needed. - Document recurring issues and maintain internal knowledge base content to facilitate efficient support and knowledge sharing. - Monitor and log customer requests to ensure smooth handovers between shifts for global coverage. - Collaborate with Product Specialists and Engineering teams on bug reproduction and validation for product improvements. - Develop a deep understanding of product workflows, features, and configurations to deliver accurate support. - Stay updated on product updates, releases, and changes to offer informed support and guidance to customers. - Continuously assess and enhance support processes and procedures to improve customer satisfaction and experience. Qualifications Required: - Strong analytical skills for identifying and troubleshooting product issues. - Effective written and verbal communication skills to engage with customers and stakeholders. - Strong problem-solving ability and eagerness to learn product workflows. - Willingness to work in shifts to ensure global coverage across APAC, EMEA, and NA regions. - Bachelor's degree in Computer Science, Business, or related field. - 0-1 year of experience in SaaS support or customer-facing roles with strong aptitude and communication skills. - Basic understanding of SQL and data troubleshooting. - Familiarity with SaaS support tools like Freshdesk, Zendesk, or Intercom.,