IT Product Support Specialist (Voice & Email)

Job Title: IT Product Support Specialist (Voice & Email)
Department: Product Support / Customer Success
Location: Chennai
Experience Required: 1–2 Years
Shift: Rotational (Including Night Shifts to Support US Clients)
Employment Type: Full-Time

About the Role

We are seeking a proactive and customer-focused IT Product Support Specialist to join our dynamic support team. You will provide Level 1 support for our SaaS-based product via voice and email, primarily for US-based clients. This role requires excellent communication skills, a problem-solving mindset, and the ability to work in rotational shifts, including nights.

If you’re passionate about customer service, enjoy technical problem-solving, and want to grow in a fast-paced, product-focused environment, we’d love to hear from you.

Key Responsibilities

• Deliver Level 1 product support via voice, email, and chat.
• Troubleshoot and resolve issues related to product setup, integration, performance, and functionality.
• Act as the first point of contact for technical support queries.
• Maintain detailed documentation of support tickets, troubleshooting steps, and resolutions using tools like JIRA, Zendesk, or Freshdesk.
• Communicate effectively with US-based clients to ensure high satisfaction.
• Escalate complex issues to engineering or product teams with thorough documentation.
• Collaborate with internal QA and development teams to identify, reproduce, and resolve bugs.
• Contribute to improving internal knowledge bases and support processes.
• Manage and prioritize tasks in a fast-paced environment, ensuring SLA compliance.
• Willingness to extend shifts as per business needs.

Required Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 1–2 years of experience in technical or product support, preferably in a SaaS or product-based company.
• Hands-on experience providing support via voice and email.
• Familiarity with support ticketing tools (e.g., JIRA, ServiceNow, Zendesk, Freshdesk).
• Basic understanding of SaaS platforms and web-based applications.

Preferred Qualifications (Nice to Have)

• Experience supporting insurance domain or enterprise SaaS platforms.
• Knowledge of ITIL practices or ITIL Foundation certification.
• Exposure to software development and product release cycles.

Key Skills

• Strong verbal and written communication.
• Customer-focused mindset with empathy and patience.
• Solid troubleshooting and problem-solving skills.
• Experience with incident and problem management.
• Flexibility to work in rotational shifts including night shifts.
• Ability to multitask and adapt to shifting priorities.

Job Types: Full-time, Permanent

Pay: ₹400,000.00 - ₹600,000.00 per year

Benefits:

• Health insurance
• Provident Fund

Experience:

• total work: 1 year (Required)

Work Location: In person