Product Support Executive

You will be joining our team in Hyderabad as a Product Support Executive, where your main focus will be on supporting global customers throughout different phases such as pilot, implementation, and post-go-live. Your responsibilities will include ensuring a smooth product adoption process and resolving any issues that may arise. It is crucial for you to be detail-oriented, customer-focused, and comfortable working in rotational shifts. Your key responsibilities will involve engaging with customers during various stages of onboarding, implementation, and post-implementation. You will be expected to respond to customer queries through email, chat, and calls with a consultative and solution-oriented approach. Additionally, you will need to maintain a strong understanding of SmartWinnrs features, updates, and functionality to effectively troubleshoot any product issues that may arise. In terms of documentation and process adherence, you will be required to maintain detailed records of customer interactions and resolutions using internal tools. It is essential for you to follow defined processes for issue tracking, escalation, and communication. Furthermore, you will collaborate closely with the product and engineering teams to relay feedback and coordinate with the Customer Success team for smooth handovers and ongoing account support. To qualify for this role, you should hold a Bachelor's degree in B.Tech, BCA, B.SC, or a related field, along with at least 3 years of experience in a customer or product support role, preferably in a SaaS or tech environment. Experience in working with global clients and comfortability with night shifts will be advantageous. Strong written and verbal communication skills in English, proficiency in Microsoft Office and Google Workspace tools, and the ability to learn and work with web-based platforms and support tools are essential. As a successful candidate, you should be self-motivated with a high sense of ownership and accountability, possess strong analytical and problem-solving abilities, and be flexible and willing to work rotational and night shifts as required. In return, we offer a competitive compensation and benefits package, the opportunity to work with a global SaaS platform impacting enterprise sales teams, a collaborative and fast-paced environment with room for learning and growth, and cross-functional exposure across product, engineering, and customer success teams.,