Executive - Product Support

Job Title: Executive Product Support

Company: PracticeLeague Legaltech Pvt Ltd. (RazorSign)

Work Mode: Work from Office

Working Days: Monday to Friday

Location: Baner, Pune

Job Description

We are seeking a customer-focused, enthusiastic, and proactive Product Support Executive with strong communication skills to join our growing team. In this role, you will work closely with clients to understand their issues, assist with product configuration, and ensure seamless usage of our platform.

Roles and Responsibilities

• Deliver exceptional client service in a proactive, timely, and efficient manner.
• Communicate confidently with clients to understand and interpret issues.
• Take end-to-end ownership of client queries and ensure closure within defined SLAs.
• Interact with end users to gather detailed issue information and document it accurately.
• Collaborate with internal teams to explore solutions and represent clients interests.
• Conduct training sessions for end users on new features, releases, and ongoing product usage.
• Assist clients in configuring the product as per their workflow and process needs.

Technical & Soft Skills Requirements

• 36 years of experience in software product support, technical support or similar client-facing roles.
• Basic knowledge of SQL and understanding of APIs is an added advantage.
• Experience working with SaaS products will be preferred.
• Strong analytical and problem-solving abilities.
• Excellent verbal and written communication skills.
• Empathy, approachability, and sensitivity toward client issues.
• Strong teamwork and collaboration skills with both clients and internal teams.
• Willingness to learn new technologies, tools, and product features.