Product Support Specialist

Job Description

We are looking for a dedicated and empathetic Product Support Specialist with 2+ years of experience to join our team. They will be responsible for handling tickets, chat support, and support-related calls with customers independently, as well as collaborating with our product and engineering teams. The ideal candidate will have excellent communication skills, strong problem-solving abilities, and a good understanding of technology and related tools. Experience in B2B SaaS is a must. We are looking for a candidate based out of Bangalore or Chennai Key Responsibilities: 1. Handle tickets with minimal intervention from account owners and engineering teams, ensuring timely resolution of customer issues. 2. Manage chat support during the allocated window, maintaining high standards of speed and quality in chat conversations. 3. Handle support-related calls with customers independently, providing accurate information and resolving issues. 4. Analyze ticket trends and share feedback with product and engineering teams to improve customer experience. 5. Prepare process documents on handling tickets, ensuring efficient and consistent support practices. 6. Write and update knowledge base articles to provide customers with self-help resources. 7. Initiate and lead integration calls, ensuring smooth transitions from integration to onboarding. 8. Prepare hand-off from integration to onboarding, ensuring seamless customer experience. Personal Attributes: 1. Empathy: Ability to understand and relate to the emotions and needs of customers. 2. Patience: Capacity to handle challenging situations and maintain a positive attitude. 3. Problem-solving skills: Ability to quickly identify and resolve customer issues. 4. Excellent communication: Effective verbal and written communication skills. 5. Adaptability: Flexibility to adapt to different situations, customers, and tools. 6. Attention to detail: Ensure accuracy and thoroughness in all tasks. 7. Collaboration: Work effectively with team members and other departments. 8. Technical understanding: Ability to comprehend technical explanations and concepts. 9. Organizational capabilities: Efficiently manage and prioritize tasks. Must have: 1. Positive personality 2. Energetic 3. Self-motivated Technical Skills: 1. Experience in using tools such as HubSpot, Notion etc., is preferred but not required. 2. Proficiency in Excel/Google Sheets, PowerPoint/Slides, and other relevant software. Experience : 1. 2+ years of relevant experience. 2. Previous B2B SaaS experience is must. Shift Details: Shift timing would be based on Australia time zone CTC Details: 7- 10 LPA (depending on experience levels) Why work with us! 1. Paid Time Off: We understand the importance of work-life balance and offer a generous paid time off policy, allowing you to recharge and focus on what matters most. 2. Comprehensive Insurance: Your well-being is our priority. We provide comprehensive insurance coverage for you and your dependents, ensuring peace of mind for you and your family. 3. Great Culture: Our startup fosters a positive and inclusive work environment, where collaboration, innovation, and continuous learning are at the core of our values. 4. Growth-Oriented Team: Be part of a team that is committed to personal and professional growth. We invest in our employees development, providing opportunities for advancement and skill-building. 5. Interest-Free Loans: We support our employees in times of need by offering interest-free loans, helping you navigate through financial challenges with ease. 6. Competitive Salary: We believe in rewarding hard work and talent. Our competitive salary packages ensure that your efforts are recognized and valued. Skills : Communication skills, Problem Solving, Technical skills