Product Support Expert

1 month ago


Pune, Maharashtra, India Truein Full time
About Truein

Truein is a fast-growing B2B SaaS product company that offers innovative Attendance & Timesheet solutions to companies with contractual and distributed workforces. With over 500 customers worldwide, we're committed to bringing transparency and control to the time and attendance process.

Our Mission

We leverage face recognition and AI technologies to deliver exceptional customer experiences. Our team of 40+ individuals is passionate about creating value for all stakeholders - employees, customers, and investors.

Culture at Truein

We foster a dynamic, fun, and vibrant startup culture that values ownership, growth, and employee well-being. Our team members are encouraged to learn, take ownership, and contribute to our mission.

Role Overview

As a Product Support Specialist, you'll be the primary point of contact for customer issues and queries. You'll ensure timely and professional responses, leveraging chat, email, and video conferencing to optimize customer experiences.

Responsibilities
  • Serve as the first point-of-contact for clients in need of product support
  • Ensure timely responses to customer issues and cases, adhering to defined SLAs
  • Leverage chat, email, and video conferencing to help customers optimize Truein
  • Work closely with the Onboarding and Customer Success team to resolve support requests
  • Become a product expert, serving as a go-to resource for customers and coworkers
  • Clearly document communications with customers within our case management system
  • Interact directly with Product and Engineering teams to solve issues and improve processes
Requirements
  • Bachelor's degree or equivalent experience in Computer Science or a 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 detail-focused
  • Strong empathy for customers and passion for growth
  • Flexibility with changing job duties and responsibilities
  • Experience in a B2B SaaS Product support role preferred
What We Offer
  • Competitive compensation package and benefits
  • Opportunity to work closely with a talented team
  • Join a fast-growing company early and make a meaningful impact
  • Challenge yourself and take your career to the next level

Truein is an equal opportunity employer, committed to creating an inclusive environment for all employees.



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