Product Support Specialist

Overview

Provide exceptional support to users of WIN's cloud-based applications and digital products by solving problems, explaining features, and improving support quality with AI tools.

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 effectively 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 the quality and speed of support.
• Identify recurring questions, issues, and user pain points and use these insights to recommend improvements to products, processes, and support resources.
• Create and maintain clear product guides, FAQs, troubleshooting instructions, knowledge-base articles, and issue-resolution documentation.
• Leverage AI to help 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.
• Comfortable 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.
• Comfortable working in rotational shifts to support users across different time zones.
• Strong work ethic, high integrity, ownership mindset, and positive attitude.

Details

• Location: Noida, India.
• 100% remote working.
• Rotational shifts to support users across different time zones.
• Opportunity to work closely with India-based and US-based teams.