We are looking for a Product Support Intern to assist customers and internal teams with product-related queries, issue identification, troubleshooting, and day-to-day product operations. The role provides exposure to product support, processes, troubleshooting, and product analysis.
● Provide first-level support for product and application-related queries.
● Understand user issues, reproduce problems, and identify possible root causes.
● Log, track, and follow up on product issues and bugs.
● Coordinate with Product, Engineering, Support, and Operations teams for issue resolution.
● Maintain proper documentation of recurring issues, resolutions, and FAQs.
● Monitor product-related tickets and ensure timely follow-up.
● Assist in testing fixes and validating product enhancements.
● Analyse user feedback and identify recurring product issues.
● Support preparation of product reports and operational dashboards.
● Prepare training material and knowledge base content for new features and product releases.
● Escalate critical or unresolved issues to the appropriate team.
RequirementsRequired Skills
● Good communication and problem-solving skills.
● Basic understanding of web/mobile applications.
● Ability to understand and document business and technical issues.
● Basic knowledge of Excel/Google Sheets.
● Basic knowledge of SQL, APIs, or Postman is an advantage.
● Good attention to detail.
● Willingness to learn product, technology, and business processes.
● Basic understanding of JIRA or any ticketing system
● Exposure to software testing or QA.
● Understanding of fintech/NBFC products and processes is a plus.
● Basic analytical and troubleshooting skills.
● End-to-end product support processes.
● Issue management and root-cause analysis.
● Product testing and release validation.
● Working with Product, Technology, QA, and Business teams.
● Customer/user journey and product improvement processes.
Bachelor's degree in any relevant discipline. Students/fresh graduates with strong analytical and communication skills are encouraged to apply.
● Ticket/issue resolution turnaround time
● Accuracy of issue identification
● Quality of documentation
● Follow-up and coordination
● User satisfaction and issue closure
Benefits
SarvaGram Pune, Mahārāshtra, IND Office
Pune, Maharashtra, India
