Product Support Specialist

3 weeks ago

Bengaluru, India Scrut Automation Full time
About the Job,The product Support Specialist provides the second level of support for customers. The Specialist will assume ownership of support cases assigned by a Product Support Manager and will follow through until the case has been closed or reassigned to another individual or department. If a question cannot be immediately answered, the candidate will be expected to use available material resources and/or consult with product experts to advance the resolution of the issue in a timely manner.

Advanced product knowledge and good problem-solving skills are required for this position. The support responsibilities described above will take up about 60% of the candidate’s time. In addition, the Specialist may be requested to engage in activities such as classroom training or on-site support or to participate in company events such as product launches, at the request of the Product Support Manager.

Responsibilities

Assume responsibility for managing customer concerns throughout the entire process in a dynamic and fast-paced setting.Streamline and create internal or external knowledge base articlesClosely work with the product team to continuously evolve the product based on feedback provided by customers with respect to reported issues, and new trending technologies

Utilize chat, email, and video conferencing capabilities to provide assistance to our customers.

Effectively address and resolve issues by drawing upon expertise in our platform and industry knowledge to de-escalate situations.

Thrive in time-sensitive situations, meeting deadlines, even when faced with unexpected time constraints, to ensure that our client's payroll requirements are fulfilled.

Develop a deep understanding of our product, becoming a trusted resource for both customers and colleagues.

Collaborate with cross-functional teams to identify opportunities for automation or the inclusion of additional features, enabling us to better serve our customer base.

Actively involved with research and implementing support best practices to ensure that we continuously raise the bar on our customer experienceTake charge of customer issues from start to finish - while working in a dynamic and fast-paced environment

Build mental muscle and become a product expert - you'll be a go-to resource for both customers and coworkers

Requirements

2-4 years of experience in a B2B SaaS product companySolid organizational & prioritization ability; proven ability to work effectively on multiple projects simultaneouslyBachelor's degree, preferably in Business Administration, Project or Product Management, Data or Information Technology / Systems

Skilled in communicating system requests/issues/improvements/enhancements to our cross-functional team(s) and following through to resolution.

Excellent client-facing communications - both written & verbal.

Ability to work with customers to prioritize and document challenges, articulate creative product solutions that will fit specific requirements, and communicate expectations back to customers.

Ability to ask leading questions to identify the root of a problem.

Should have a good understanding of cloud technology

Systematic and organised

About UsScrut Automation is an information security and compliance monitoring platform, aimed at helping small and medium cloud-native enterprises develop and maintain a robust security posture, and comply with various infosec standards such as SOC 2, ISO 27001, GDPR, and the like with ease. With the help of the Scrut platform, customers reduce their manual effort for security and compliance tasks by 70%, and build real-time visibility of their security posture.Founded by IIT/ISB/McKinsey alumni, the founding team has over 15 years of combined Infosec experience. Scrut is built out of India for the world, with customers across India, APAC, North America, Europe and the Middle East. Scrut is backed by Lightspeed Ventures, MassMutual Ventures and Endiya Partners, along with prominent angels from the global SaaS community.

Why should this job excite you?

Opportunity to make an early impact on one of the most promising, high-growth SaaS startups in India

A flat-hierarchical, performance-driven culture

Rapid growth and learning opportunity

Comprehensive medical insurance coverage

A high-performing action-oriented team

Immense exposure to the founders and the leadership

Opportunity to shape the future of the B2B SaaS team with YOUR innovative ideas

The competitive compensation package, benefits, and employee-friendly work culture

Note: Due to a high volume of applications, only the shortlisted candidates will be contacted by the HR team. We appreciate your interest and effort.

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