Your responsibilities:

Respond to customer inquiries and provide timely and accurate solutions to their product-related problems via various communication channels (e.g., email, phone, chat).

- Diagnose and troubleshoot product issues reported by IM stakeholders, try to identify the root cause, and propose appropriate solutions or redirect it to right SPOC

- Guide customers through step-by-step instructions and provide technical assistance to resolve product-related queries.

- Collaborate with cross-functional teams, including engineering and development, to escalate and resolve complex customer issues.

- Document and maintain accurate records of customer interactions, issues, and resolutions using our customer support software.

- Contribute to the development and maintenance of product knowledge base articles, support documentation, FAQs etc.

- Continuously update your knowledge of our products, new features, and enhancements to provide up-to-date support to customers.

- Identify opportunities for product improvement based on customer feedback and communicate them to the relevant teams.

- Stay up-to-date with industry trends and best practices in product support and customer service.

- Deliver on overall Resolution Rate, Average Response Time, Issue Trends etc. metrics

Educational Qualifications:

- Bachelor's or master's degree

What are we looking for:

- 2+ years of relevant experience in a customer or Technical Support function

- Excellent problem-solving and analytical skills, with the ability to think logically and troubleshoot

Job Description

Product Support Specialist

issues effectively.

- Proficient in using customer support software and tools to track and manage customer interactions.

- Good communication skills, both written and verbal, with the ability to explain technical concepts clearly to non-technical customers.

- Strong interpersonal skills and ability to provide exceptional customer service.

- Ability to work well under pressure, manage multiple priorities, and meet deadlines.

- Experience in the software industry or a related field is highly desirable.

- Experience in working with ERP projects is a plus.

- Strong organizational skills and attention to detail.

- Cross functional collaboration and negotiation skills.

Professional traits:

- Open to work in shifts

- Clarity of thought and ability to work hard

- Escalation and stakeholder management skills

- Super motivated, go-getter attitude