Provides technical and product support to customers, troubleshooting issues, resolving defects, documenting cases, and meeting SLAs. Collaborates with engineering and product teams, creates knowledge-base content, educates users, participates in product testing, and shares customer feedback to improve product quality and experience.
We are seeking a highly motivated and customer-oriented individual to join our Product Support Team. The ideal candidate will be responsible for providing high-quality support to customers, assisting them in resolving product-related issues, and ensuring that they can use the product efficiently. You will serve as the primary point of contact for customers and work cross-functionally with other teams to improve the overall customer experience.
Key Responsibilities:
- Provide timely, accurate, and professional assistance to customers.
- Troubleshoot technical issues, bugs, and problems with the product or service and provide appropriate solutions.
- Collaborate with engineering, product, and other teams to identify and resolve product defects or gaps.
- Educate customers on product features, best practices, and troubleshooting steps to enhance user experience.
- Document and track customer inquiries and issues in a ticketing system to ensure proper resolution.
- Escalate complex issues to higher-level support or engineering teams as necessary.
- Create and maintain customer-facing knowledge base articles, FAQs, and troubleshooting guides.
- Provide feedback and insights from customers to help improve product development and user experience.
- Participate in product testing and quality assurance to identify potential issues before launch.
- Ensure that service level agreements (SLAs) are met, and that customer satisfaction remains high.
- Stay updated on product updates, new features, and industry best practices.
Required Qualifications:
- Bachelor's degree in Computer Science, Information Technology or a related field.
- Proven experience in customer support, technical support, or product support (typically 5-7 years).
- Strong technical aptitude and the ability to troubleshoot and resolve complex product issues.
- Excellent communication skills, both written and verbal.
- Ability to work independently and as part of a team in a fast-paced environment.
- Strong problem-solving skills and attention to detail.
- Experience in ITSM Tools like Service Now, Remedy etc.
- Familiarity with product development processes is advantageous.
- Patience, empathy, and a customer-first attitude.
Soft Skills:
• Strong communication and interpersonal skills.
• Ability to work collaboratively in a team-oriented environment.
• Proactive, self-motivated, and detail-oriented with a focus on continuous improvement.
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