Product support specialist

2 weeks ago

Gurgaon, India Karnival Full time
Who are we?
Karnival is a customer marketing platform that elevates and leverages current customers' experiences to improve retention and growth. In the last four years, we have built a unified platform that seamlessly integrates various functionalities, such as Smart Receipts, Net Promoter Score assessments, Customer research, Surveys, Product Reviews, Loyalty, and a Customer Journey Builder.
What Karnival offers:
Global Exposure: Collaborate with over 210+ international brands and large enterprises across the USA, India, UAE, GCC, Europe, and LATAM. Gain valuable insights into diverse markets and industries.
Opportunity for Learning: Work closely with product and technical teams to gain in-depth product knowledge and provide support to global clients.
Mentorship & Growth: Receive mentorship and feedback from experienced colleagues to enhance your problem-solving skills and grow professionally.
Work Location:
This is a work-from-office role, and the candidate will be required to work from our office premises in Gurugram.
Key Responsibilities:
Serve as the first point of contact for customers seeking technical support for our products.
Troubleshoot and resolve product-related issues, providing solutions to customers in a timely and professional manner.
Escalate unresolved issues to the appropriate internal teams (e.g., developers, product managers).
Track, document, and report customer support tickets using a ticketing system.
Maintain a thorough understanding of the product features, functionalities, and integrations.
Assist customers with product setup, configuration, and usage.
Identify recurring issues and work with the product team to improve user experience.
Deliver customer training and product demonstrations, if required.
Collect customer feedback and insights to help the product team in developing new features.
Who We Are Looking For:
Minimum 2 + years of experience in a customer-facing support role.
Strong understanding of software products and technical troubleshooting.
Familiarity with Saa S platforms or related products is a plus.
Excellent communication skills, both verbal and written, with the ability to explain complex technical concepts in a clear and simple manner.
Ability to manage multiple customer queries simultaneously and prioritize effectively.
Experience using ticketing systems or CRM software.
To join our innovative team, you need:
A problem-solving mindset with the ability to think on your feet.
Strong interpersonal skills with the ability to build relationships with customers.
Must be a fast learner, self-motivated, and able to work independently.
Ability to stay calm under pressure and handle difficult situations tactfully.
Technical Skills:
Basic understanding of software and web technologies.
Familiarity with CRM systems or ticketing tools like Jira is a plus.
Strong troubleshooting skills for software-related issues.
Knowledge of APIs or web-based applications is a plus but not mandatory.
Basic knowledge of SQL or any query language is a bonus.
Soft Skills:
Excellent customer service and communication skills.
Ability to multitask and manage time effectively.
Ability to work well in a team and collaborate with different departments.
Strong attention to detail and organizational skills.
Compensation:
CTC would be as per market standards and will be based on the candidate's performance in the interviews.

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