Product Support Engineer

As a Product Support Engineer based in Chennai, Tamil Nadu, your primary responsibility will be to provide technical assistance and service desk support to customers, ensuring their issues are resolved in a courteous, timely, and effective manner. With at least 1 year of experience in a similar role, you are familiar with handling enterprise-level support, particularly in the US market. Your team-oriented mindset and exceptional interpersonal skills will enable you to build strong relationships with both customers and internal teams. Proficiency in customer support software like Freshdesk and defect tracking systems such as JIRA is expected. Your dedication to customer service, ability to multitask, and positive response to interruptions will be crucial in this role. You will be required to demonstrate a critical attention to detail, a commitment to customer service, and a passion for problem-solving, especially in mathematical contexts. Excellent written and verbal communication skills are essential for effectively addressing customer queries and concerns. In this role, you will play a key part in coordinating daily activities, guiding the team, and ensuring high-quality responses to customer issues. Additionally, you will lead continuous improvement projects, champion the product, and develop action plans based on customer feedback. Collaborating with internal teams, you will identify solutions, document knowledge, and handle high-value customers and renowned brands. This position demands your availability from 7:30 PM to 4:30 AM IST to provide 24x7 support to customers, with provisions for cabs and food during these hours. Your role will involve following standard procedures for issue escalation, promoting product documentations, and contributing to the creation of FAQs and knowledge base articles to enhance customer satisfaction and reduce costs.,