Hypersonix.ai is disrupting the Analytics space with AI, ML and NLP capabilities to drive real-time business insights with a conversational user experience, enabling decisioning at the speed of thought. Hypersonix.ai is currently hiring a Product Support Champion to engage with our Customer on their issues & provide solutions while offering them a delightful Product support experience.

Responsibilities :

- Respond to customer queries in a timely and accurate way via Support tool and Emails

- Analyze and report product malfunctions reported by the Customer (for example, by testing different scenarios or impersonating users) and pass it to QA

- Liaising with colleagues or managers to find the best solutions to customers- issues

- Update our internal databases with information about technical issues and useful discussions with customers

- Maintain log of feature requests, bugs, issues, data validation errors for each Customer and share Weekly report/dashboard for these metrices with relevant stakeholders

- Immediately escalating serious complaints or issues that you are not equipped to deal with

- Tracks proposed resolutions and follows up with customers in a timely fashion

- Identifying common problems and escalating them to management, along with possible suggestions for improvement, wherever possible

- Obtaining and sharing relevant customer feedback with colleagues and other departments so that products and services can be improved

- Familiarizing yourself with new products and services as they are introduced

- Acts as a liaison between Customers and Customer Success team in order to enhance the overall customer experience

- Prepares documents and reports for future reference

- Develops and maintains vast knowledge of the products and services being offered

- Conduct surveys regarding products, services and customer service experiences

- Maintaining a polite, helpful, and professional response manner at all times

Requirements :

- At Least 4 years of experience as a Product or Customer Support Specialist in B2B space

- Familiarity with our IT industry & SaaS products

- Experience using help desk software and remote support tools

- The ability to respond appropriately under pressure

- A positive attitude and the ability to build relationships with clients

- The flexibility to work irregular hours, when required

- Superb written communication skills

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