Customer Support Specialist

Job Description:
Title:
Customer Support Specialist, Digital Products Location:
Gurugram, Haryana, India Experience:
2-5 years in customer support, technical support, or a related role, preferably in a digital product or SaaS environment. About the Role:
We are seeking a dedicated and customer-focused Customer Support Specialist to be the frontline for our users, providing exceptional technical assistance and problem resolution for our portfolio of digital products and applications. You will be responsible for understanding customer issues, guiding them through solutions, and ensuring a positive experience that contributes to customer retention and satisfaction. This role requires a blend of technical aptitude, strong communication skills, and a genuine desire to help users succeed with our products. Key Responsibilities:
Customer Issue Resolution:
Provide timely and effective technical support to customers via multiple channels (e.g., email, chat, phone, support tickets). Troubleshooting & Diagnosis:
Accurately identify, diagnose, and troubleshoot technical issues related to digital products, applications, and their features. Product Expertise:
Develop and maintain a deep understanding of our digital products, their functionalities, common use cases, and underlying technologies. Guidance & Education:
Guide customers through steps to resolve issues, explain product features, and help them maximize their use of our applications. Documentation & Knowledge Base:
Contribute to and update our internal knowledge base and customer-facing FAQs to empower self-service and streamline support processes. Issue Escalation:
Escalate complex technical issues to higher-tier support, engineering, or product teams when necessary, ensuring all relevant information is captured. Feedback Collection:
Gather customer feedback and insights, feeding them back to product development and engineering teams for continuous improvement. CRM & Ticketing System Management:
Accurately log, track, and manage all customer interactions and issues within our CRM or ticketing system (e.g., Zendesk, Salesforce Service Cloud, or custom solutions). Customer Relationship Building:
Foster positive relationships with customers, acting as a friendly and knowledgeable advocate for their needs. SLA Adherence:
Ensure adherence to service level agreements (SLAs) for response and resolution times. Required Qualifications:
Bachelor's degree in a relevant field (e.g., Computer Applications, IT, Business, or equivalent practical experience). 2-5 years of experience in a customer support, technical support, or helpdesk role. Proven experience supporting digital products, web applications, mobile apps, or SaaS solutions. Excellent written and verbal communication skills in English, with the ability to explain technical concepts clearly and patiently to non-technical users. Strong problem-solving and analytical abilities, with a methodical approach to troubleshooting. Familiarity with common operating systems (Windows, macOS, Linux basics), web browsers, and mobile platforms (iOS, Android). Experience using CRM software and ticketing systems for managing customer interactions. Ability to work independently and as part of a team in a fast-paced environment. High degree of empathy and a customer-centric mindset. Preferred Qualifications:
Experience with SQL queries or basic API testing for troubleshooting. Familiarity with Agile development methodologies. Experience with live chat or phone support. Knowledge of basic networking concepts. Any additional language proficiency relevant to your customer base.