Description:
About the Role:
As a Product Support Specialist, youll be the first line of contact for our client's customers. Youll work closely with our Customer Success and Engineering teams to troubleshoot product issues, gather feedback, and help customers get the most out of our client's product.
This is a customer-facing role that requires excellent communication skills, problem-solving ability, and comfort working in the Pacific Standard Time zone.
Experience: 1-2 years
Location: Noida | 9:30 PM to 7:30 AM IST
Budget: Up to 14 LPA
Key Responsibilities:
- Responding promptly to customer queries via chat, email, and calls.
- Troubleshoot product issues, reproduce bugs, and work with the engineering team to resolve them.
- Document and track customer interactions and resolutions in our support system.
- Identify recurring product issues and proactively share feedback with the product and engineering teams.
- Maintain up-to-date knowledge of our product features and roadmap.
- Contribute to help articles, FAQs, and internal documentation.
- Ensure exceptional customer satisfaction and quick turnaround times.
What we are looking for:
- 1-2 years of experience in a SaaS product support or customer-facing technical role.
- Excellent written and spoken English; able to simplify technical concepts for non-technical users.
- Comfortable with languages like Python and Java.
- Comfortable using tools like Intercom, Notion, Jira, or similar platforms.
- You enjoy helping others and take ownership until resolution.
- Comfortable working entirely in Pacific Standard Time hours (9:30 PM to 7:30 AM IST)
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