Product Associate

Role Description

Product Support

Responsibilities

• Provide swift resolutions to diverse customer inquiries across 24x5 shifts, ensuring consistent support coverage
• Deliver prompt, high quality & courteous, timely responses/support across all support channels (email, chat, slack, video) Provide outbound video call support to customers as requested
• Utilize internal documentation and develop comprehensive product knowledge to effectively handle general inquiries, integrations, API issues, and other technical troubleshooting for Sprinto
• Proactively identify trends and surface to relevant teams. Report missing knowledge articles, HelpCenter articles, or other required edits to Senior Specialists or Managers
• Stay updated on product developments, policy changes, known issues, user feedback, and comprehensive understanding of the compliance domain, Sprinto product, and supported integrations
• Proactively identify and address outages or critical issues, ensuring timely communication with engineers and managers. Track and report customer feedback to relevant stakeholders for continuous improvement

Qualifications

• Comfortable working in the U.S. time zones [19:00 to 05:00 IST]
• Strong problem-solving skills and attention to detail
• Effective communication skills, both written and verbal
• Technical support skills (HTML/CSS/JS) are a solid plus
• Bachelor's degree in a technology-related field is a plus
• Knowledge in the e-commerce industry is a plus