Product Support Specialist

2 weeks ago

Bengaluru, India Zealant Consulting Group Full time

About the Role :We are hiring a Product Support Specialist to join our global Product Support Team. This role is ideal for a junior professional with prior experience in a technology company who thrives in a fast-paced, customer-facing environment and is eager to grow their skills in product support, documentation, and cross-functional collaboration. Youll be responsible for triaging customer tickets, resolving issues, collaborating with support engineers, and contributing to product documentation and roadmap insights.Key Responsibilities :Ticket Triage & Resolution :- Monitor and manage the Product Support queue using Freshdesk.- Assign tickets to appropriate internal groups and ensure timely follow-up.- Respond to and resolve customer inquiries with clarity and professionalism.- Improve automated and templated workflows to reduce response and resolution times.Documentation & Adoption :- Help launch and maintain the new user Resource Center using Confluence, Freshdesk, and Scribe to improve user confidence and product adoption.- Work with Product Design to assist with the creation of in-app guides using Userpilot.Cross-Functional Collaboration :- Work closely with support engineers on escalated issues tracked in Jira.- Translate customer questions into technical language for engineering teams and vice versa.- Communicate recurring issues and feedback to product and engineering teams.Insights & Feedback :- Identify trends in support tickets to inform future product features and roadmap decisions.- Provide feedback on internal processes and suggest improvements.Qualifications :- 1- 3 years of professional experience in a technology company.- Strong written and verbal communication skills in English.- Demonstrated ability to work independently and manage time effectively.- Experience working cross-functionally and in customer-facing roles.- Ability to quickly learn new systems and tools.- Positive attitude, self-starter mindset, and openness to feedback.Preferred Skills :- Hands-on experience with Freshdesk, Jira, Scribe, or Userpilot.- Experience drafting or maintaining product documentation.- Basic understanding of technical concepts and ability to communicate with engineering teams (ref:hirist.tech)

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