Provides technical and product support to customers, troubleshooting issues, resolving defects, documenting cases, and meeting SLAs. Collaborates with engineering and product teams, creates knowledge-base content, educates users, participates in product testing, and shares customer feedback to improve product quality and experience.
We are seeking a highly motivated and customer-oriented individual to join our Product Support Team. The ideal candidate will be responsible for providing high-quality support to customers, assisting them in resolving product-related issues, and ensuring that they can use the product efficiently. You will serve as the primary point of contact for customers and work cross-functionally with other teams to improve the overall customer experience.
Key Responsibilities:
- Provide timely, accurate, and professional assistance to customers.
- Troubleshoot technical issues, bugs, and problems with the product or service and provide appropriate solutions.
- Collaborate with engineering, product, and other teams to identify and resolve product defects or gaps.
- Educate customers on product features, best practices, and troubleshooting steps to enhance user experience.
- Document and track customer inquiries and issues in a ticketing system to ensure proper resolution.
- Escalate complex issues to higher-level support or engineering teams as necessary.
- Create and maintain customer-facing knowledge base articles, FAQs, and troubleshooting guides.
- Provide feedback and insights from customers to help improve product development and user experience.
- Participate in product testing and quality assurance to identify potential issues before launch.
- Ensure that service level agreements (SLAs) are met, and that customer satisfaction remains high.
- Stay updated on product updates, new features, and industry best practices.
Required Qualifications:
- Bachelor's degree in Computer Science, Information Technology or a related field.
- Proven experience in customer support, technical support, or product support (typically 5-7 years).
- Strong technical aptitude and the ability to troubleshoot and resolve complex product issues.
- Excellent communication skills, both written and verbal.
- Ability to work independently and as part of a team in a fast-paced environment.
- Strong problem-solving skills and attention to detail.
- Experience in ITSM Tools like Service Now, Remedy etc.
- Familiarity with product development processes is advantageous.
- Patience, empathy, and a customer-first attitude.
Soft Skills:
• Strong communication and interpersonal skills.
• Ability to work collaboratively in a team-oriented environment.
• Proactive, self-motivated, and detail-oriented with a focus on continuous improvement.
Similar Jobs
Artificial Intelligence • Big Data • Healthtech • Information Technology • Machine Learning • Software • Analytics
Owns strategy, roadmap, backlog, requirements, and delivery for digital healthcare and pharmacy products. Translates stakeholder needs into features, user stories, wireframes, and acceptance criteria; partners with UX, engineering, and business teams to prioritize releases and manage product lifecycles. Analyzes data, communicates product vision, conducts demonstrations, manages risks, and drives continuous improvement within Agile development environments.
Top Skills:
Aha!ChatbotsConversational AiIvrJIRARally
Events • Food • Travel • Hospitality • Hotels & Resorts
Manage corporate and group hotel accounts, develop new business, drive room and food-and-beverage revenue, negotiate contracts, conduct site visits, and oversee the full sales cycle. Analyze sales performance, build strategic revenue plans, coordinate service delivery across departments, and coach sales team members. The role requires hotel group-sales experience, strong relationship-building and negotiation skills, revenue management capabilities, and proficiency with hotel sales systems.
Top Skills:
DelphiMarket Planner SurveyOnqSalesforce
Events • Food • Travel • Hospitality • Hotels & Resorts
Manage daily food and beverage operations across designated outlets, ensuring quality, service excellence, guest satisfaction, regulatory compliance, and profitability. Oversee planning and cost controls, monitor feedback, improve guest experiences, and supervise, coach, and develop team members. The role requires hospitality education, 5–7 years of food and beverage operations experience, leadership skills, POS and inventory-management familiarity, and fluent English.
Top Skills:
Inventory Management ToolsPos Systems
What you need to know about the Pune Tech Scene
Once a far-out concept, AI is now a tangible force reshaping industries and economies worldwide. While its adoption will automate some roles, AI has created more jobs than it has displaced, with an expected 97 million new roles to be created in the coming years. This is especially true in cities like Pune, which is emerging as a hub for companies eager to leverage this technology to develop solutions that simplify and improve lives in sectors such as education, healthcare, finance, e-commerce and more.
