Product Support Specialist

About The Role:

We are seeking a Product Support Specialist who will focus on resolving Level 2 (L2) technical queries, ensuring customer satisfaction, and contributing to product improvement. This role requires advanced problem-solving skills, technical expertise, and excellent communication abilities.

What you will do:

- Provide timely and accurate responses to client inquiries via chat, email and calls .

- Document and track all customer interactions and resolutions in a Cx Management Tool.

- Collaborate with other departments to resolve complex issues that require cross-functional expertise.

- Continuously learn and stay up-to-date on product knowledge and industry trends.

- Provide training and support to clients on product features and functionalities as needed 

- Examine support tickets and look for common questions that documentation could help answer

- Identify bugs and feature requests, and escalate them to our product and development teams 

What you will need:

- 1-3 years of experience in a customer support role in the B2B SaaS industry. [Mandatory]

- Excellent communication and interpersonal skills.

- Strong problem-solving skills with the ability to think critically and creatively to find solutions

- Knowledge of customer relationship management software and basic technical troubleshooting skills

- Ability to multitask and prioritise tasks effectively

- Positive attitude and willingness to work in a team environment.

- Availability to work flexible hours, (EST, PST and APAC) including weekends and holidays if required.

Work Timings:

- 6 Days a Week, In-Office at HSR, Bengaluru.

- Candidate need to work in EST or PST Timings.

Salary - ₹6,00,000 - ₹8,00,000 a year