Product Support Expert

1 week ago


Pune, Maharashtra, India Truein Full time
Job Title: Product Support Expert

We are seeking a highly skilled and experienced Product Support Expert to join our team at Truein, a fast-growing B2B SaaS product company. This is an exciting opportunity for someone who is passionate about delivering exceptional customer service and has a strong background in technical support.

About the Role:

The Product Support Expert will be responsible for providing top-notch support to our customers, ensuring that they have a seamless experience with our product. This includes handling customer inquiries, troubleshooting issues, and collaborating with cross-functional teams to resolve complex problems.

Key Responsibilities:

  • Provide timely and effective support to customers through various channels, including email, chat, and video conferencing.
  • Work closely with the Onboarding and Customer Success team to ensure a smooth onboarding process and minimize support requests.
  • Develop and maintain in-depth knowledge of our product, identifying areas for improvement and contributing to internal discussions around product enhancements.
  • Collaborate with Product and Engineering teams to solve issues, improve processes, and ensure we are delivering solutions that meet our customer needs.
  • Clearly document communications with customers within our case management system, providing outstanding customer service and high-quality technical responses.

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 a B2B SaaS Product support role preferred.

What We Offer:

  • Competitive compensation package and benefits.
  • A fun and dynamic work environment with a talented team of professionals.
  • The opportunity to grow and develop your career in a fast-paced and innovative company.

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



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