Associate Product Specialist

Role Overview: As an Associate Product Specialist at Growfin.ai, you play a crucial role in delivering exceptional customer support and driving the growth of product offerings. Your primary responsibility will be to serve as the frontline point of contact for customers, providing timely and effective solutions to their queries and concerns. This role offers a great opportunity for you to enhance your problem-solving skills, gain insights into product workflows, and collaborate with cross-functional teams to ensure customer satisfaction and product success. Key Responsibilities: - Provide frontline product support through email, chat, and call channels to address customer queries promptly. - Acknowledge and respond to 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 the internal knowledge base for efficient support and knowledge sharing. - Monitor and log customer requests for seamless handovers between shifts to ensure 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 offer accurate and effective support. - Stay updated on product updates, releases, and changes to provide 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 willingness to learn product workflows. - Ability to work in shifts to ensure global coverage across APAC, EMEA, and NA regions. - Bachelor's degree in Computer Science, Business, or a 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. Role Overview: As an Associate Product Specialist at Growfin.ai, you play a crucial role in delivering exceptional customer support and driving the growth of product offerings. Your primary responsibility will be to serve as the frontline point of contact for customers, providing timely and effective solutions to their queries and concerns. This role offers a great opportunity for you to enhance your problem-solving skills, gain insights into product workflows, and collaborate with cross-functional teams to ensure customer satisfaction and product success. Key Responsibilities: - Provide frontline product support through email, chat, and call channels to address customer queries promptly. - Acknowledge and respond to 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 the internal knowledge base for efficient support and knowledge sharing. - Monitor and log customer requests for seamless handovers between shifts to ensure 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 offer accurate and effective support. - Stay updated on product updates, releases, and changes to provide 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 willingness to learn product workflows. - Ability to work in shifts to ensure global coverage across APAC, EMEA, and NA regions. - Bachelor's degree in Computer Science, Business, or a 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.