Product Support Executive

We are seeking a detail-oriented and customer-focused Product Support Executive to join our team in Hyderabad. This role involves supporting global customers during pilot, implementation, and post-go-live phases by ensuring smooth product adoption and issue resolution. You will work cross-functionally with internal teams to address client queries, provide timely support, and help maintain a positive customer experience. This is a critical role for individuals who thrive in dynamic environments and are open to working rotational shifts.

Key Responsibilities

Customer Engagement & Support

• Provide first-level support to customers during onboarding, implementation, and post-implementation stages.
• Respond to and resolve customer queries through email, chat, and calls with a consultative and solution-oriented approach.

Product Understanding & Troubleshooting

• Maintain a thorough understanding of SmartWinnr’s features, updates, and functionality.
• Identify and troubleshoot product issues, escalating to the appropriate internal teams when required.

Documentation & Process Adherence

• Maintain detailed records of customer interactions and resolutions using internal tools.
• Follow defined processes for issue tracking, escalation, and communication.

Internal Collaboration

• Work closely with the product and engineering teams to relay feedback and recurring issues.
• Coordinate with the Customer Success team for smooth handovers and ongoing account support.

Requirements

Education

• Bachelor’s degree in B.Tech, BCA, B.SC or a related field.

Professional Experience

• 1–3 years of experience in a customer or product support role, preferably in a SaaS or tech environment.
• Experience working in with global clients is an added advantage
• Experience & comfortable working in night shifts.

Skills & Tools

• Strong written and verbal communication skills in English.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint) and Google Workspace tools.
• Ability to learn and work with web-based platforms and support tools.

Personal Attributes

• Self-motivated with a high sense of ownership and accountability.
• Strong analytical and problem-solving abilities.
• Flexible and willing to work rotational and night shifts as required.

What We Offer

• Competitive compensation and benefits package.
• Opportunity to work with a global SaaS platform impacting enterprise sales teams.
• A collaborative and fast-paced environment with room for learning and growth.
• Cross-functional exposure across product, engineering, and customer success teams.