Product & Support Intern

**About the Company** - Xeno is an AI-driven CRM company for large D2C brands and retailers. We have some of the biggest brands in our portfolio like Tommy Hilfiger, CK, jack & jones, levis, taco bell, barbeque nation etc. Xeno enables large D2C brands & omnichannel retailers to engage their customers across eCommerce & stores. With the digital retail wave alongside us, we’ve seen a 7x growth in the number of brands using Xeno over the last year. As a Product & Support Intern at Xeno, you will have the opportunity to gain practical experience in the world of product management, product development, ruthless prioritization, technical support, and customer service. You will work closely with our product, engineering, customer success management and account management teams to assist our clients in resolving issues, bringing more improvements to our product and ensuring our customers have a seamless experience with our products/services. This internship offers valuable hands-on experience and exposure to various aspects of product development and customer support. **Location**: - Delhi **Duration**: - 1 year with a possibility of a pre placement offer. **Responsibilities**: Own and drive the entire product support process- - Review and understand incoming support tickets and continuously prioritize the ones that developers should work upon- - Manage various stakeholders by keeping them informed about open & resolved product issues by providing timely updates- - Dive deeper into recurring issues and identify patterns/insights that can help improve our product significantly- - Assist various stakeholders in understanding and using the product- - Collaborate with product and engineering teams everyday to resolve issues and bring more improvements to the product- - Continuously improve product and support documentation to help resolve tickets without any development effort- - Work closely with cross-functional teams, such as engineering and product, to communicate and address customer feedback and concerns.- - Contribute to the creation and improvement of technical support documentation, FAQs, and knowledge base articles.- - Assist in testing new software releases and updates to ensure they meet quality standards.**Qualifications**: Current enrollment in a degree program related to [relevant field, e.g., Computer Science, Information Technology, Engineering].- - Ability to remain patient, empathetic, and composed when dealing with challenging customer situations.- - Excellent communication skills, both written and verbal, with a customer-centric approach.- - Ability to explain technical concepts in a clear and concise manner to non-technical individuals.- - Problem-solving mindset with the ability to analyze and diagnose technical & product issues effectively.- - Strong organizational skills and attention to detail to document support interactions accurately.- - Ability to work collaboratively in a team environment and adapt to evolving situations.**Culture Code** We're all co-owners of Xeno. 100% of the people working at Xeno own equity in the company. As co-owners of Xeno, here's how we define a HAPPYxen we enjoy working alongside.Humble & honest- - Audacious- - Positive- - Passionate- - Yearning to learn**What Xeno's culture will mean for you** - Company > Team: Your performance will be judged more by us winning together as a company vs. just your/ your team's performance. Accountability at Xeno isn't top-down. You'll be accountable to all Happyxens to deliver results & together grow the company. Since your performance impacts their growth & vice versa. You'll be expected to hold people beyond your team accountable too. You will do the best work of your life while having fun