Product Support

Role Overview: As a Product Support Specialist, you will be responsible for ensuring customer satisfaction by providing timely and efficient assistance to users of the company's products. Serving as the primary point of contact for customer inquiries and issues, you will focus on delivering outstanding service. Collaboration with various departments to improve product functionality and contribute to the development of support tools and techniques will be a key aspect of your role. Your ability to understand and address customer concerns will be crucial in maintaining the company's reputation for excellence. This position offers a dynamic environment where you can enhance your technical skills and be part of a supportive team atmosphere. Key Responsibilities: - Respond promptly to customer inquiries via phone, email, or chat platforms. - Diagnose and troubleshoot technical issues, providing effective solutions. - Escalate complex cases to higher-level support when necessary. - Document and track customer issues using the company's CRM system. - Coordinate with product development teams to address and resolve product defects. - Provide detailed feedback to stakeholders to improve product quality and usability. - Create and update user manuals, FAQs, and support documentation. - Conduct product training sessions for new and existing customers. - Contribute to the development and implementation of support policies and procedures. - Monitor and report on product support performance metrics and KPIs. - Stay updated with product knowledge, updates, and changes for accurate support. - Participate in continuous improvement initiatives to enhance customer satisfaction. Qualifications Required: - Bachelor's degree in Information Technology, Computer Science, or related field. - Minimum of two years of experience in a product support role or similar function. - Excellent problem-solving skills with attention to detail and accuracy. - Strong communication skills, both verbal and written, for effective customer interaction. - Proficiency in using CRM systems and support ticketing software efficiently. - Ability to work independently, manage time effectively, and prioritize tasks. - Prior experience with software or technical product support is highly desirable.,