Product Support & Training Executive

1. Job Purpose

The Product Support & Training Executive is responsible for ensuring smooth onboarding, training, and support for clients using Wilyer’s software solutions.
The role involves conducting product demos, providing on-call and remote support, and maintaining high customer satisfaction through effective communication and product knowledge.

. Key Responsibilities Product Demonstration & Training

• Conduct online/offline product demos for potential and existing clients.
• Provide training sessions to users on software functionality, usage, and updates.
• Prepare training materials, presentations, and FAQs for internal and client use.
• Customer Support & Issue Resolution
• Handle customer queries via calls, emails, or chat with professionalism and accuracy.
• Troubleshoot product issues and coordinate with the technical team for quick resolution.
• Maintain records of support cases and ensure timely follow-up until closure.

Product Knowledge & Documentation

• Maintain a thorough understanding of the company’s software products and updates.
• Prepare user manuals, knowledge base documents, and video tutorials as needed.
• Share client feedback and improvement suggestions with the product team.

Customer Success & Relationship Management

• Ensure a smooth client onboarding experience.
• Build strong relationships with customers to improve retention and satisfaction.
• Track customer usage and ensure they gain maximum value from the product. Reporting & Coordination
• Maintain detailed logs of support calls, training sessions, and customer queries.
• Provide weekly and monthly reports on customer issues, resolutions, and feedback.
• Collaborate with internal departments for process improvement and feature requests.

3. Key Performance Indicators (KPIs)AreaKPIProduct TrainingNumber of product demos & training sessions conductedCustomer SupportAverage resolution time for customer issuesCustomer SatisfactionFeedback score / CSAT ratingKnowledge ManagementQuality and accuracy of documentation / training materialsRetentionCustomer renewal & engagement rate4. Qualifications & Skills Education:

• Bachelor’s degree in Computer Science, IT, Business, or related field.
• Technical background preferred but not mandatory.

Skills:

• Strong communication & presentation skills
• Basic understanding of software / web-based platforms
• Customer-oriented attitude with problem-solving mindset
• Ability to conduct product demos and explain technical concepts simply
• Proficiency in MS Office, Google Suite, and CRM tools

Job Types: Full-time, Permanent

Pay: ₹15,000.00 - ₹25,000.00 per year

Benefits:

• Health insurance
• Paid sick time
• Paid time off
• Provident Fund

Work Location: In person