Product Support Specialist

13 hours ago

Ajmer, India Karnival Full time

Who are we?

Karnival is a customer marketing platform that elevates and leverages current customers' experiences to improve retention and growth. In the last four years, we have built a unified platform that seamlessly integrates various functionalities, such as Smart Receipts, Net Promoter Score assessments, Customer research, Surveys, Product Reviews, Loyalty, and a Customer Journey Builder.


What Karnival offers:

  • Global Exposure: Collaborate with over 210+ international brands and large enterprises across the USA, India, UAE, GCC, Europe, and LATAM. Gain valuable insights into diverse markets and industries.
  • Opportunity for Learning: Work closely with product and technical teams to gain in-depth product knowledge and provide support to global clients.
  • Mentorship & Growth: Receive mentorship and feedback from experienced colleagues to enhance your problem-solving skills and grow professionally.

Work Location:

This is a work-from-office role, and the candidate will be required to work from our office premises in Gurugram.


Key Responsibilities:


  • Serve as the first point of contact for customers seeking technical support for our products.
  • Troubleshoot and resolve product-related issues, providing solutions to customers in a timely and professional manner.
  • Escalate unresolved issues to the appropriate internal teams (e.g., developers, product managers).
  • Track, document, and report customer support tickets using a ticketing system.
  • Maintain a thorough understanding of the product features, functionalities, and integrations.
  • Assist customers with product setup, configuration, and usage.
  • Identify recurring issues and work with the product team to improve user experience.
  • Deliver customer training and product demonstrations, if required.
  • Collect customer feedback and insights to help the product team in developing new features.

Who We Are Looking For:

  • Minimum 2+ years of experience in a customer-facing support role.
  • Strong understanding of software products and technical troubleshooting.
  • Familiarity with SaaS platforms or related products is a plus.
  • Excellent communication skills, both verbal and written, with the ability to explain complex technical concepts in a clear and simple manner.
  • Ability to manage multiple customer queries simultaneously and prioritize effectively.
  • Experience using ticketing systems or CRM software.

To join our innovative team, you need:

  • A problem-solving mindset with the ability to think on your feet.
  • Strong interpersonal skills with the ability to build relationships with customers.
  • Must be a fast learner, self-motivated, and able to work independently.
  • Ability to stay calm under pressure and handle difficult situations tactfully.

Technical Skills:

  • Basic understanding of software and web technologies.
  • Familiarity with CRM systems or ticketing tools like Jira is a plus.
  • Strong troubleshooting skills for software-related issues.
  • Knowledge of APIs or web-based applications is a plus but not mandatory.
  • Basic knowledge of SQL or any query language is a bonus.

Soft Skills:

  • Excellent customer service and communication skills.
  • Ability to multitask and manage time effectively.
  • Ability to work well in a team and collaborate with different departments.
  • Strong attention to detail and organizational skills.


Compensation:

CTC would be as per market standards and will be based on the candidate's performance in the interviews.

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