Product Support Specialist 1

Overview

Product Support Specialist I provides first-point-of-contact client service and helps resolve software issues efficiently while advocating for improvements to client experience.

What you'll do

• Answer client inquiries via phone, email, and live chat.
• Investigate and troubleshoot software-related issues using internal product knowledge.
• Own client tickets by documenting, escalating complex issues, and driving to final resolution.
• Collaborate with cross-functional teams across multiple business units to deliver solutions.
• Communicate clearly and professionally with clients and internally.
• Suggest improvements to SOPs and support processes to enhance efficiency and satisfaction.
• Stay up to date on software updates and system workflows to provide informed support.

What you'll need

• Bachelor's degree.
• 1 to 2 years of proven experience in a client-facing technical support or customer service role.
• Strong troubleshooting skills with analytical thinking under pressure.
• Working knowledge of Zendesk, Jira, Salesforce, or equivalent ticketing/bug-tracking systems.
• Proficiency in Google Workspace (Docs, Sheets, Gmail, etc.).
• Outstanding interpersonal communication skills (written and verbal).

Details

• Location: Hyderabad, India.