Product Support Intern

2 weeks ago

New Delhi, India Convin Full time

Job Description:As a Product 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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