Product Support Specialist

3 weeks ago


Thiruvananthapuram, Kerala, India CareStack - Dental Practice Management Full time

Job Overview

We are seeking a skilled Technical Support Specialist to join our team at {company} . In this role, you will be responsible for providing exceptional support to external stakeholders of our CareStack software platform.

Responsibilities:

  • Respond to customer inquiries in a timely and accurate manner via phone, email, or chat
  • Identify customer needs and assist customers in utilizing specific features of the software
  • Analyze and report product malfunctions by testing different scenarios or impersonating users
  • Update internal databases with information about technical issues and useful discussions with the team
  • Share feature requests and effective workarounds with team members
  • Notify customers about new features and functionalities
  • Follow up with customers to ensure resolution of their technical issues
  • Gather customer feedback and share it with our Product, Sales, and Marketing teams

Required Skills and Qualifications:

  • Bachelor's degree in any field with excellent verbal and written communication skills
  • Previous experience as a First-line Technical/Product Support Specialist/Customer Support or similar role
  • Strong analytical, problem-solving, and system thinking abilities
  • Familiarity with the healthcare industry is a plus
  • Experience using help desk software and remote support tools
  • System knowledge of Enterprise ERP and CRM applications
  • A self-starter with ability to multitask in a high-pressure, fast-paced environment

Work Arrangements:

  • Willing to work in various shifts, including US/UK/AUS time zones


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