Product Support Specialist

Job Description

Job Summary: We are seeking enthusiastic and customer-focused Product Support Specialists to join our team in Hyderabad & Noida. This role is crucial in ensuring our users have a seamless experience with our platform. You will provide technical support, troubleshoot issues, and contribute to improving our support processes. We are hiring for both freshers and experienced candidates. Responsibilities: Provide timely and effective support to users and administrators of our platform. Address and resolve technical inquiries and issues through various channels (email, chat, phone). Document and track support cases, ensuring accurate and detailed records. Understand our platform, cloud technologies, and troubleshooting practices to resolve complex technical issues. Diagnose and resolve software and system-related problems. Escalate complex issues to engineering teams for resolution & Engage with cross-functional teams to enhance issue resolution efficiency. Act as a customer advocate, prioritizing and managing assigned incidents and escalations with minimal supervision. Proactively identify and address potential customer issues. Maintain a "Customer First" approach to minimize churn. Serve as the last point of escalation within the customer support department (Experienced Candidates). Mentor junior team members on technologies and support procedures (Experienced Candidates). Requirements: Education: Bachelor's degree from an accredited institution. Skills: Strong presentation and communication skills (verbal, written, and active listening). Excellent problem-solving and analytical skills. Patience, ownership, and a customer-centric attitude. Ability to work effectively in a team environment. Basic understanding of cloud technologies. Perks and Benefits: High-impact work with ownership of significant projects. Young, dynamic, and collaborative work environment. High flexibility and autonomy. Regular team lunches, outings, and fun activities. Opportunity for professional growth in a rapidly expanding company. (For Female Employees working in extended shifts) 2-way cab facilities.