Product Support

4 days ago

Bengaluru Karnataka, India HfactoR Full time

Role Overview:
The Product Support Specialist plays a crucial role in ensuring the smooth operation and satisfaction of customers with our products. They serve as the primary point of contact for troubleshooting, issue resolution, and providing technical assistance to customers.

**Responsibilities**:

- Troubleshoot product-related issues reported by customers and identify root causes.
- Document and track customer inquiries, issues, and resolutions using a ticketing system.
- Collaborate with cross-functional teams including Engineering and Product Management to resolve complex technical issues.
- Perform software installations, upgrades, and configurations for customers as needed.
- Create and maintain support documentation, knowledge base articles, and FAQs.
- Conduct product training sessions for customers to enhance their understanding and usage of our products.
- Proactively identify trends in customer issues and work towards implementing preventative measures.
- Escalate critical issues to appropriate teams and follow up until resolution is achieved.
- Continuously strive to improve customer satisfaction and retention through exceptional support experiences.

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