Product Support Specialist

As a Product Support Specialist at our company, you will play a crucial role in providing proactive and customer-focused support for our SaaS application users. Your primary responsibilities will include: - Serving as the main point of contact for customer support inquiries via email, chat, and phone. - Diagnosing and resolving customer issues related to the SaaS platform, such as configuration, connectivity, and data problems. - Guiding users on product features to enhance product adoption and success. - Escalating complex issues to Tier 2/Engineering teams while ensuring clear and timely communication with customers. - Documenting customer interactions, technical issues, and resolutions in our support ticketing system. - Monitoring support queues, managing SLAs, and prioritizing cases based on urgency and business impact. - Collaborating with Product and Engineering teams to convey customer feedback, bug reports, and feature requests. - Contributing to the creation and enhancement of knowledge base articles, FAQs, and support documentation. - Participating in product training sessions to stay informed about platform changes, new features, and best practices. - Assisting in testing new product releases to address customer-reported issues effectively. Qualifications required for this role include: - 2-5 years of experience in SaaS product support, technical support, or customer success roles. - Strong troubleshooting skills with a methodical approach to problem diagnosis. - Excellent written and verbal communication skills, capable of explaining technical concepts to non-technical users. - Familiarity with support tools like Zendesk, Freshdesk, Salesforce Service Cloud, or similar platforms. - Experience with APIs, SSO, or integrations is a plus. - Ability to multitask and work effectively in a fast-paced environment. - Customer-first mindset with strong empathy and patience. - Bachelor's degree or equivalent experience preferred. Preferred skills that would be nice to have for this role: - Experience supporting healthcare, fintech, or other regulated SaaS platforms. - Knowledge of SQL or ability to query databases for troubleshooting purposes. - Familiarity with HIPAA compliance, security protocols, or industry-specific regulations (if healthcare-related). - Basic understanding of cloud environments (e.g., AWS, Azure) or web-based architecture. In addition to the responsibilities and qualifications, we offer a full-time, permanent position with benefits such as a flexible schedule, health insurance, paid sick time, and Provident Fund. The work schedule is in the morning shift, and the expected start date is 16/06/2025.,