Product Support Specialist

Overview

Provide exceptional support to users of WIN's cloud-based applications and digital products. Develop deep product, business process, and user knowledge to help users navigate features, troubleshoot issues, configure applications, and get more value from the technology.

What you'll do

• Develop deep product and business knowledge to become a Subject Matter Expert across WIN's cloud-based applications, websites, and internal platforms.
• Support users by understanding their needs, answering product questions, explaining features, and helping them navigate and utilize applications.
• Troubleshoot product and application issues, identify root causes, and provide timely and practical resolutions.
• Configure cloud-based applications and product settings based on user and business requirements.
• Manage and prioritize requests through the ticketing system, ensuring timely follow-up, accurate resolution, and a positive user experience.
• Use AI and modern productivity tools to accelerate issue research, summarize information, troubleshoot efficiently, and improve support quality and speed.
• Identify recurring questions, issues, and user pain points and recommend improvements to products, processes, and support resources.
• Create and maintain product guides, FAQs, troubleshooting instructions, knowledge-base articles, and issue-resolution documentation.
• Leverage AI to organize and improve knowledge content while ensuring information shared with users is accurate, clear, and relevant.
• Support new product features, releases, and enhancements by understanding changes, testing user scenarios, updating documentation, and helping users adopt new functionality.
• Communicate resolutions and product guidance clearly to users and stakeholders, translating technical or product concepts into simple language.
• Collaborate with Product, Engineering, Operations, and other cross-functional teams to escalate issues, share user feedback, and improve the overall product experience.

What you'll need

• 2–5 years of experience in Product Support, Application Support, SaaS Support, Technical Support, or a similar role supporting cloud-based business applications.
• Strong ability to understand software products, business workflows, and application functionality and translate that knowledge into effective user support.
• Hands-on experience with ticketing, help desk, CRM, or knowledge management platforms.
• Comfort using AI tools such as ChatGPT, Copilot, Gemini, or similar tools to research, summarize, document, and manage work more efficiently.
• Strong curiosity and willingness to experiment with new AI tools, technologies, and more efficient ways of working.
• Excellent analytical, troubleshooting, and problem-solving skills with the ability to investigate issues systematically.
• Strong user empathy and the ability to understand problems from the user's perspective rather than focusing only on the technical issue.
• Excellent verbal and written communication skills in English, with the ability to explain complex concepts in simple, easy-to-understand terms.
• Ability to create clear and structured product documentation, FAQs, and knowledge-base content.
• Strong attention to detail, responsiveness, and ability to manage multiple user requests and priorities.
• Comfort working in rotational shifts to support users across different time zones.
• Strong work ethic, high integrity, ownership mindset, and positive attitude.

Details

• Location: Noida.
• 100% remote working flexibility.
• Work in rotational shifts to support users across different time zones.