Product Specialist

2 weeks ago

Chennai, India SuperOps Full time
About Us
SuperOps is a growth stage tech startup building new-age software for the IT and MSP industry. We're backed by leading VCs like Addition, Matrix Partners and Elevation Capital. We are seeking a dynamic and experienced Product Specialist to join our growing team. The successful candidate will be responsible for building and maintaining strong relationships with our customers, ensuring their satisfaction, and driving product adoption and retention. As a Customer Success Specialist, you will collaborate with cross-functional teams to understand customer needs and proactively address challenges, ultimately contributing to the overall success of our customers and the company.
Responsibilities
As a Product Specialist, your responsibilities will include:
Guiding Users Effectively: Provide clear troubleshooting steps and regular updates to build trust and foster positive relationships with users.
Addressing Technical Challenges: Diagnose and resolve product-related issues to ensure a seamless user experience.
Ensuring Efficient Problem Resolution: Collaborate with engineering teams to identify and fix product bugs. Perform thorough functionality testing to prevent adverse impacts on end users.
Documenting and Sharing Knowledge: Maintain support resources to empower both customers and internal teams.
Contributing to Team Success: Participate in regular team meetings, share insights, and contribute to product improvements.
Typical Support Responsibilities
Respond promptly, courteously, and effectively to customer inquiries via chat, email, and phone.
Excel in debugging and troubleshooting complex issues.
Escalate complex problems to higher-level support or development teams when necessary.
Actively address and resolve customer concerns to ensure satisfaction.
IT Infrastructure Monitoring: Have a basic understanding of IT infrastructure monitoring tools to proactively identify and resolve potential issues before they affect customers. This is a must-have qualification, as the product revolves around IT infrastructure.
Troubleshooting Windows and macOS Systems: Provide expert-level support for Windows and macOS, resolving hardware and software issues efficiently.
IT Network Troubleshooting (Advantageous): Experience in diagnosing and resolving IT network issues is an asset for handling connectivity and network-related challenges.
Scripting Knowledge (Advantageous): Knowledge of shell, batch, or PowerShell scripting is a plus, as it can be used to automate routine tasks and enhance support processes.
Qualifications
To excel in this role, you should have:
2-5 years of proven experience in technical support and customer service.
Strong technical aptitude and a passion for problem-solving.
Excellent written and verbal communication skills.
Familiarity with IT infrastructure monitoring tools.
Proficiency in troubleshooting Windows and macOS systems.
Knowledge of shell, batch, or PowerShell scripting (advantageous).
Experience in diagnosing and resolving IT network issues (advantageous).

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