Associate – Product Support

ROLE PURPOSE

To provide timely and effective product support by resolving customer issues, configuring systems and devices, collaborating with cross-functional teams, and delivering a seamless customer support experience

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CORE RESPONSIBILITIES

• Owns Technical Support & Troubleshooting Provide Level 1 support, troubleshoot issues, and configure products and devices.
• Drives Ticket & Escalation Management Manage ticket lifecycle, prioritize issues, and coordinate timely escalations.
• Maintains Configuration & Product Excellence Ensure accurate system configurations, documentation, and product knowledge.
• Accountable for Customer Support & Cross-functional Collaboration Deliver seamless customer support while partnering with internal teams for effective resolutions.

KEY RESPONSIBILITIES

• Provide Level 1 technical support for hardware, software, VoIP, and application-related issues.
• Configure and manage desk phones, IoT devices, and product settings based on customer requirements.
• Analyse operational data and perform system administration through the Admin Portal.
• Manage support tickets, coordinate escalations, and ensure SLA compliance.
• Handle customer queries via calls, emails, and chats while delivering a high-quality support experience.
• Conduct product training for customers and support onboarding of new team members.
• Collaborate with Engineering, Product, Implementation, CSM, Content, and other teams to resolve issues and support integrations.

CROSS-FUNCTIONAL COLLABORATIONS

• Engineering Identify, report, and resolve bugs and system glitches.
• Product Support new feature setup and client-specific requirements.
• CSM Set up CSM calls & training sessions for the clients.
• Implementation Assist customers with third-party integrations such as GHL, Boxly, and HubSpot.
• Content Provide accurate product information and usage details.
• CareStack Support Coordinate with the team based on issue type and escalation guidelines.

EXPERIENCE

• 13 years of experience in Technical Support, Product Support, or SaaS Customer Support.

QUALIFICATION

• Bachelor's Degree in Engineering, IT, or a related field.

SKILLS

• Technical troubleshooting & problem-solving.Networking & VoIP fundamentals.
• Communication & Stakeholder Management.
• Ticketing & SLA management.
• Cross-functional collaboration.
• Product learning agility.