Product Support Associate

What we offer:

• Canteen Subsidy
• Night Shift allowance as per process
• Health Insurance
• Tuition Reimbursement
• Work-Life Balance Initiatives
• Rewards & Recognition

What You’ll Be Doing:

• Handle responsibilities related to supporting a SaaS-based software system.
• Manage and resolve moderately complex issues related to the software platform.
• Provide excellent client-facing and customer service support.
• Use problem-solving skills to address incidents and manage escalations.
• Follow through on issues to resolution, ensuring client satisfaction.
• Communicate effectively with clients and internal teams—both written and verbal.
• Work collaboratively as a team player in a technical support environment.
• Apply situation-based judgment to handle technical incidents and diffuse tensions during escalations.

What We Expect You To Have:

• BS degree in Information Technology, Computer Science, or a related field.
• Significant work experience in technical support, IT support, or as a technical engineer.
• Good hands-on technical skills with an aptitude for problem-solving.
• Basic knowledge of CSS, HTML, and JavaScript OR the ability to create queries in SQL.
• Working knowledge of Unix/Linux systems, utilities, and scripting (a plus).
• Strong verbal and written communication skills.
• Ability to stay focused and follow through on technical issues until resolution.
• Ability to explain how you would handle technical incidents and escalations.