Product Support Executive

3 weeks ago

Hyderabad, Telangana, India SmartWinnr Full time

We are seeking a detail-oriented and customer-focused Product Support Executive to join our team in Hyderabad. This role involves supporting global customers during pilot, implementation, and post-go-live phases by ensuring smooth product adoption and issue resolution. You will work cross-functionally with internal teams to address client queries, provide timely support, and help maintain a positive customer experience. This is a critical role for individuals who thrive in dynamic environments and are open to working rotational shifts.

Key Responsibilities

Customer Engagement & Support

  • Provide first-level support to customers during onboarding, implementation, and post-implementation stages.
  • Respond to and resolve customer queries through email, chat, and calls with a consultative and solution-oriented approach.

Product Understanding & Troubleshooting

  • Maintain a thorough understanding of SmartWinnr's features, updates, and functionality.
  • Identify and troubleshoot product issues, escalating to the appropriate internal teams when required.

Documentation & Process Adherence

  • Maintain detailed records of customer interactions and resolutions using internal tools.
  • Follow defined processes for issue tracking, escalation, and communication.

Internal Collaboration

  • Work closely with the product and engineering teams to relay feedback and recurring issues.
  • Coordinate with the Customer Success team for smooth handovers and ongoing account support.

Requirements

Education

  • Bachelor's degree in B.Tech, BCA, B.SC or a related field.

Professional Experience

  • 1–3 years of experience in a customer or product support role, preferably in a SaaS or tech environment.
  • Experience working in with global clients is an added advantage
  • Experience & comfortable working in night shifts.

Skills & Tools

  • Strong written and verbal communication skills in English.
  • Proficiency in Microsoft Office (Excel, Word, PowerPoint) and Google Workspace tools.
  • Ability to learn and work with web-based platforms and support tools.

Personal Attributes

  • Self-motivated with a high sense of ownership and accountability.
  • Strong analytical and problem-solving abilities.
  • Flexible and willing to work rotational and night shifts as required.

What We Offer

  • Competitive compensation and benefits package.
  • Opportunity to work with a global SaaS platform impacting enterprise sales teams.
  • A collaborative and fast-paced environment with room for learning and growth.
  • Cross-functional exposure across product, engineering, and customer success teams.

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