Product Specialist Customer Support
Product Specialist Customer Support
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Job Description
Job Title: Product Specialist Customer Support
Location: Chennai (Onsite / Hybrid as per business requirement)
About the RoleWe are looking for passionate and customer-focused individuals to join our Customer Support Team as a Product Specialist. This team plays a key role in technical account management troubleshooting and issue resolution for high-value B2B enterprise customers and reputed brands. You will work in an omnichannel support environment (email chat ticketing tools and calls) ensuring timely resolution and delivering an exceptional customer experience.
Key Responsibilities
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Take ownership of reported customer issues and ensure resolution within defined SLAs.
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Diagnose troubleshoot and identify solutions for technical issues.
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Collaborate with internal teams and represent customer concerns to drive solutions/workarounds.
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Escalate unresolved issues following standard procedures.
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Document solutions in FAQs and knowledge base articles.
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Prepare accurate timely reports and maintain proper ticket records.
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Handle support for high-MRR customers and enterprise brands.
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Provide support across international regions adhering to rotational shift policies.
Must-Have Skills & Experience
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1 4 years of experience in a customer/product support role.
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Excellent verbal and written communication skills.
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Strong customer-centric mindset and empathy.
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Proficiency in troubleshooting across:
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Networking: TCP/IP DNS DHCP VPN Firewalls.
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Operating Systems: Windows MacOS Linux.
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Adaptability to quickly learn new tools and technologies.
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Willingness to work in rotational shifts (every 6 months including night shifts).
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Experience using ticketing tools like Freshdesk ServiceNow etc.
Good-to-Have Skills
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Prior experience in SaaS product companies.
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Familiarity with web technologies (JavaScript HTML CSS).
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Knowledge of collaboration tools (MS Teams Zoom Slack).
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Understanding of cloud platforms (AWS Azure GCP).
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Awareness of the SaaS business model and technologies.
Employment Type
Full Time
