Product Support Specialist
5 hours ago
This is a full-time on-site role that requires providing exceptional customer service and technical support to customers.
- The Customer Support Executive will be responsible for delivering prompt, high-quality responses/support across all support channels (email, chat, slack, video)
The successful candidate will ensure customer satisfaction and provide online support primarily through email and Slack channels. They will also be expected to stay updated on product developments, policy changes, known issues, user feedback, and comprehensive understanding of the compliance domain, Sprinto product, and supported integrations.
Responsibilities- Provide swift resolutions to diverse customer inquiries across 24/5 shifts, ensuring consistent support coverage
- Deliver timely and effective responses/support to meet customer expectations
- Utilize internal documentation and develop comprehensive product knowledge to handle general inquiries, integrations, API issues, and other technical troubleshooting
- Proactively identify trends and surface them to relevant teams, report missing knowledge articles, and make recommendations for continuous improvement
- Stay informed about product updates, policy changes, and key industry trends
- Collaborate with engineers and managers to address outages or critical issues and track customer feedback for continuous improvement
- Strong problem-solving skills and attention to detail
- Effective communication skills, both written and verbal
- Technical support skills are a 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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