Product Support Executive ( Urgent Requirement )

Job Description

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. Show more Show less