Product Support Intern

• Job Title: Product Support Intern
• Experience: 0-1
• Location: Bengaluru

About Convin

Convin is a Conversation Intelligence platform built by IIT Delhi alumni to transform sales, collections, and customer experience. With our proprietary AI and automation, we help enterprises analyze conversations, drive insights, improve conversions, and deliver exceptional customer experiences.

Were trusted by leading brands like Urban Company, Physics Wallah, ICICI Lombard, SBI Life, Shaddi.com, Bajaj and Niva Bupa, Aditya Birla Group Etc. across industries such as EdTech, FinTech, HealthTech, Hospitality, Travel, and BPO.

Highlights:

Raised $6.5M in Series-A (2024) and $2.1M seed funding (2022)

Featured in LinkedIns Top Startups list

Ranked Top 20 Software Companies in India by G2

Best Speech & Conversation Analytics Company at CX & DCX Summits

About the Role

As a Product Support Intern, you will play a crucial role in ensuring our clients receive the highest level of support and satisfaction. You will work closely with our Customer Support team and gain hands-on experience in assisting our users.

Key Responsibilities:

Responding to Customer Inquiries:

• Address customer inquiries and concerns through various channels, including email, chat, and phone.
• Provide timely and accurate information to customers regarding our products and services.

Issue Tracking and Resolution:

• Troubleshoot and resolve customer issues with patience and efficiency.
• Collaborate with cross-functional teams to escalate and resolve complex problems.
• Track Grafana dashboards and proactively respond to alerts, maintaining the escalation matrix.

User Training:

• Assist in the onboarding process for new users by providing guidance and training on our software.
• Create and update support documentation to help users navigate the platform effectively.

Customer Feedback:

• Collect and document customer feedback to contribute to the continuous improvement of our products and services.
• Identify recurring issues and suggest improvements to prevent future problems.

Collaboration:

• Work closely with the Customer Support team and other departments to ensure a seamless customer experience.
• Collaborate with the product development team to communicate user feedback and assist in product improvement.

Qualifications:

• Strong communication and interpersonal skills.
• Ability to work the shift between 8 PM to 10 AM (Must have prior experience).
• Customer-focused mindset with a passion for helping others.
• Detail-oriented and able to manage multiple tasks effectively.
• Familiarity with SaaS products is a plus (optional).
• Ability to work in a fast-paced and dynamic environment.

Perks:

Expand your knowledge: You get to buy a course or book worth Rs. 1000 every month (we reimburse it). And, the best part? It doesnt have to be related to your job! It can be a novel, a gratitude journal, or anything that helps you learn something new.

Be a part of the core team: Youll learn how startups function and be involved in every step we take toward making Convin a big success.