Product Support Specialist

We are searching for a Product Support Specialist to join our team in Pune, India and contribute to our goal of delivering top-notch quality service and achieving high levels of customer satisfaction and success. This role will focus on post-sales support and does not involve IT responsibilities. Reporting to the Sr Director of Product Support, this position presents an exciting opportunity for individuals driven to advance their careers. As a Product Support Specialist operating during Pacific Time working hours, your responsibilities will include: - Serving as the product expert and offering technical and non-technical support through tickets, phone, and chat - Analyzing, monitoring, and resolving customer inquiries promptly to ensure maximum client satisfaction - Identifying, arranging, and prioritizing issues based on severity and customer impact - Documenting steps taken to resolve problems, compiling and updating user documentation, including training materials and technical manuals - Effectively communicating with cross-functional team members to transform business needs and product requirements into innovative solutions for customers Essential Requirements: - Residing in the Pune area or willing to relocate - Working remotely during US West Coast hours shift (9:00 AM - 6:00 PM PST / 10:00 PM - 7:30 AM IST, Mon - Fri) - Availability for monthly weekend on-call shifts - 1-2 years of experience in Enterprise SaaS support roles or similar positions - Exceptional grasp of customer service, technical issue resolution, and support best practices - Proficiency in using JIRA, Zendesk, or comparable ticketing systems - Familiarity with marketing automation platforms like Capillary Technologies, Insider CRM, CleverTap, MoEngage, Marketo, Mailchimp, Klaviyo, Iterable, etc. Desirable Skills: - Knowledge of email design (HTML/CSS), email deliverability, and CAN-SPAM/CASL compliance requirements - Solid understanding of web technologies including HTML, CSS, JSON, and JavaScript Perks and Benefits: - Competitive salary with stock option grants - Comprehensive hospitalization, personal accident, and term insurance coverage - Located in a prime facility in Baner, one of the premier tech startup neighborhoods - Daily catered breakfast, lunch, and snacks, along with a well-stocked pantry - Supportive team environment that values your well-being.,