Product Support Consultant

4 days ago

Chennai, India Nexinfo Solutions Full time

Key Responsibilities:

  • Provide prompt and accurate responses to customer inquiries via email, chat, or phone, ensuring a high level of customer satisfaction.
  • Diagnose and resolve product-related issues, identifying root causes and providing effective solutions within defined SLAs.
  • Become a clients product expert, understanding software features, integrations, and workflows to support customer needs effectively.
  • Create and update support documentation, FAQs, and user guides to improve the knowledge base and enhance customer self-service options.
  • Work closely with internal teams, including Product Development, Quality Assurance, and Customer Success, to communicate customer feedback, escalate issues, and advocate for feature improvements.
  • Assist with new customer onboarding and provide training as needed to ensure customers are proficient in using Clients tools and features.
  • Continuously seek opportunities to improve support processes, suggesting optimizations to enhance customer experience and efficiency.
  • Use Client's support ticketing system to track, prioritize, and report on issues, ensuring timely resolution and follow-up.

Preferred candidate profile :

  • Bachelor's degree in computer science, Information Technology, Business, or a related field (preferred but not mandatory with relevant experience).
  • 3-5 years in a technical support, product support, or customer service role, preferably within a SaaS environment.
  • Experience with any CRM, ERP, or POS systems is highly desirable.
  • Proficiency in troubleshooting software issues and analyzing data to identify root causes.
  • Familiarity with SQL, APIs, and general knowledge of web technologies (HTML, CSS) is a plus.
  • Experience with support tools (e.g., Zendesk, Jira, or similar) is preferred.
  • Excellent communication and interpersonal skills, with a focus on customer empathy.
  • Strong problem-solving abilities and attention to detail.
  • Ability to work in a fast-paced environment and manage multiple priorities.

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