Full-Time Product Support Specialist

2 weeks ago

Gurgaon, Haryana, India beBeeCustomer Full time ₹ 9,00,000 - ₹ 12,00,000

Role Overview

This is a full-time on-site opportunity for Product Support. The Customer Support Executive will be responsible for providing exceptional customer service and technical support to customers. The role involves ensuring customer satisfaction and providing online support primarily through email and slack channels.

About the Role

  • Provide swift resolutions to diverse customer inquiries across 24x5 shifts, ensuring consistent support coverage
  • Deliver prompt, high-quality, and courteous responses/support across all support channels (email, chat, slack, video) Provide outbound video call support to customers as requested
  • Utilize internal documentation and develop comprehensive product knowledge to effectively handle general inquiries, integrations, API issues, and other technical troubleshooting
  • Proactively identify trends and surface to relevant teams. Report missing knowledge articles, HelpCenter articles, or other required edits to Senior Specialists or Managers
  • Stay updated on product developments, policy changes, known issues, user feedback, and comprehensive understanding of the compliance domain, Sprinto product, and supported integrations
  • Proactively identify and address outages or critical issues, ensuring timely communication with engineers and managers. Track and report customer feedback to relevant stakeholders for continuous improvement

Required Skills and Qualifications

  • Comfortable working in the U.S. time zones (19:00 to 05:00 IST)
  • Strong problem-solving skills and attention to detail
  • Effective communication skills, both written and verbal
  • Technical support skills (HTML/CSS/JS) are a solid plus
  • Bachelor's degree in a technology-related field is a plus
  • Knowledge in the e-commerce industry is a plus

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