Product Support

Job Description

Job Description: Product Support

About The Role

We are seeking a highly motivated and customer-focused Product Customer Support Specialist to join our team. In this role, you will be the primary point of contact for our customers, providing expert troubleshooting, resolving technical issues, and ensuring a positive customer experience. You will collaborate closely with our technical team to escalate complex problems and contribute to continuous product improvement.

Responsibilities

• Troubleshooting and Issue Resolution:
• Diagnose and resolve customer technical issues related to our product through various channels (phone, email, chat, etc.).
• Provide step-by-step guidance and technical support to customers to resolve problems effectively.
• Conduct thorough troubleshooting to identify root causes and implement appropriate solutions.
• Customer Query Management:
• Respond promptly and professionally to customer inquiries regarding product functionality, usage, and technical specifications.
• Provide clear and concise explanations to customers, ensuring they understand the solutions provided.
• Maintain accurate records of customer interactions and troubleshooting steps in our support system.
• Technical Team Collaboration:
• Escalate complex technical issues to the appropriate technical team members, providing detailed information and supporting documentation.
• Act as a liaison between customers and the technical team, ensuring effective communication and timely resolution.
• Provide feedback to the technical team regarding common customer issues and potential product improvements.
• Contribute to the creation of knowledge base articles, FAQ's, and other support documentation.
• Customer Satisfaction:
• Strive to achieve high levels of customer satisfaction by providing exceptional support and resolving issues efficiently.
• Proactively identify and address potential customer concerns.
• Follow up with customers to ensure their issues are resolved and they are satisfied with the support provided.
  
  

Requirements

• Troubleshooting the product
• Handling customer queries & providing solutions
• Co ordinating with the technical team & helping customer
• Excellent Communication
• Customer handling
• Problem Solving
• Analysing skills
• Ready to work in rotational shifts
  
  

About Company / Benefits

• Medical insurance
• NPS
• Food coupons
• Incentives
• Rewards
• Learning opportunities
• Personal Loan
• PF & ESIC
  
  

Company : - https://www.infinitisoftware.net/