Product Specialist

Overview

Product Specialist (Customer Support) acting as a trusted technical partner and owning issue resolution end-to-end for high-value customers.

What you'll do

• Take end-to-end ownership of customer-reported issues and drive resolution within defined SLAs.
• Diagnose and troubleshoot technical problems, identify root causes, and apply solutions or workarounds.
• Collaborate cross-functionally while acting as the voice of the customer.
• Escalate complex issues using defined processes and maintain transparent customer communication.
• Provide prompt, accurate, actionable updates across email, chat, calls, and other channels.
• Create and maintain documentation such as FAQs and knowledge base articles.

What you'll need

• 1-4 years of experience in a customer-facing or technical support role.
• Excellent written and verbal communication with clarity and structure.
• Strong customer empathy and a solution-oriented mindset.
• Technical aptitude to quickly learn new tools, products, and technologies.
• Familiarity with Windows, macOS, or Linux.
• Understanding of networking basics including TCP/IP, DNS, DHCP, VPNs, and firewalls.
• Ability to work in rotational shifts, including night shifts, for a 6-12 month cycle.

Details

• Location: Bengaluru, India.