Product Support Specialist

3 months ago

pune, India Truein Full time

Job Title: Product Support Specialist

Location: Baner, Pune


About Us:

Truein is a fast-growing B2B SaaS product company, offering Attendance & Timesheet solutions to the companies with Contractual and Distributed workforce. 500+ customers across the globe now. We believe in what we do and have embarked on this journey with us.

At Truein, we are on a mission to bring transparency and controls in the time & attendance process. We leverage Face recognition and AI technologies. We are backed by Investors and a high potential team of 40 people and growing.


Our Culture:

At Truein, we genuinely care about every member we hire. You’ll learn new things regardless of your experience level. We strongly believe in creating value for all stakeholders - our employees, customers, and investors. We foster ownership, and have a dynamic, fun and vibrant startup culture.


Role Overview:

As a Product Support Specialist, you will be the primary point of contact for any customer issues/queries and must ensure that each interaction is handled with a professional attitude and a superior level of service. You will focus on getting our customers back on course when challenges arise and contribute to internal discussions around product enhancements. It is an individual contributor role wherein the person would work with a small but highly competitive and effective team.


Responsibilities:

• Serve as first point-of-contact for clients in need of product support

• Ensure that all customer issues/cases are addressed and responded to in a timely manner, in accordance with the defined SLAs

• Leverage chat, email, and video conferencing functionality to help our customers optimize Truein.

• Work closely with the Onboarding and Customer Success team to quickly resolve support requests

• Become a product expert - you'll be a go to resource for both customers and coworkers

• Clearly document communications with customers within our case management system, providing outstanding customer service and high-quality technical responses.

• Interact directly with Product and Engineering teams to solve issues, improve processes, and ensure we are delivering solutions to meet our customer needs.

 

Requirements:

• Bachelor's degree or equivalent experience in Computer Science or related field

• 1 - 3 years of work experience in a customer-facing support role

• Excellent troubleshooting, presentation, and documentation skills

• Excellent verbal and written communication skills

• Ability to prioritize issues based on complexity and severity

• Result-oriented and has great attention to details

• Strong empathy for customers and passion for growth

• Flexibility with changing job duties and responsibilities

• Experience in an B2B SaaS Product support role preferred


You will get:

• Competitive compensation package and benefits

• Work closely with and be part of a truly amazing team

• Join a fast-growing company early, make a difference and enjoy the ride

• Challenge yourself and take your career to the next level


Truein is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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