Product Support Specialist

1 month ago

Bangalore, India Vikgol Full time

Job Summary:

The Product Support Specialist provides expert technical assistance and troubleshooting to customers and internal teams, ensuring seamless product performance and functionality. They act as the primary point of contact for diagnosing technical issues, addressing customer inquiries, and collaborating with engineering teams to enhance product capabilities.

Key Responsibilities:

Technical Issue Resolution:

- Diagnose and troubleshoot complex technical issues across the customer and lender journey by analyzing AWS logs, troubleshooting on Postman, and reporting errors to the technical team.

- Documentation: Create and maintain comprehensive documentation, including troubleshooting guides, FAQs, and knowledge base articles, to empower customers to resolve common issues independently. Ensure documentation is clear, concise, and up-to-date with the latest product releases.

- Customer Experience: Deliver exceptional customer support by promptly responding to partner queries. Guide customers through product features, functionalities, and best practices to maximize their usage and satisfaction.

- Collaboration: Collaborate with cross-functional teams, including software development, product management, and customer experience teams, to escalate and prioritize technical issues, drive product improvements, and advocate for customer needs and feedback.

- Product Knowledge: Develop a deep understanding of the LAS products, including their features and integrations. Stay updated on product updates and enhancements to effectively support customers and address their needs.

- Testing and Validation: Assist customers with technical problems to ensure a seamless experience.

Knowledge & Experience:

- Bachelor's degree in BTech/B.E.

- At least 1 year of experience with SQL, AWS logging, and Postman.

- Experience with HTML5, CSS3, JavaScript.

- Familiarity with AWS tools, such as App Runner and Lambda functions, is a plus.

- Willingness to adapt to a startup environment.

- Good understanding of general web functions and standards.

- Proficient understanding of tools, such as GitHub, JIRA, and Database viewers (DBeaver, PgAdmin).

Experience: 2-3 Years

Location: Bangalore

Notice Period: Immediate Joiner

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