Product Support Intern

2 weeks ago

New Delhi, India Convin Full time

Job Description:As aProduct Support Intern , you will play a crucial role in ensuring our clients receive the highest level of support and satisfaction. You will work closely with our Customer Support team and gain hands-on experience in assisting our users.Key Responsibilities:Responding to Customer Inquiries: Address customer inquiries and concerns through various channels, including email, chat, and phone. Provide timely and accurate information to customers regarding our products and services. Issue Tracking and Resolution: Troubleshoot and resolve customer issues with patience and efficiency. Collaborate with cross-functional teams to escalate and resolve complex problems. Track Grafana dashboards and proactively respond to alerts, maintaining the escalation matrix. User Training: Assist in the onboarding process for new users by providing guidance and training on our software. Create and update support documentation to help users navigate the platform effectively. Customer Feedback: Collect and document customer feedback to contribute to the continuous improvement of our products and services. Identify recurring issues and suggest improvements to prevent future problems. Collaboration: Work closely with the Customer Support team and other departments to ensure a seamless customer experience. Collaborate with the product development team to communicate user feedback and assist in product improvement.Qualifications:Strong communication and interpersonal skills. Ability to work the shift between 8 PM to 10 AM (Must have prior experience). Customer-focused mindset with a passion for helping others. Detail-oriented and able to manage multiple tasks effectively. Familiarity with SaaS products is a plus (optional). Ability to work in a fast-paced and dynamic environment.

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