Product Support Executive

4 days ago


Ranga Reddy District Telangana, India SmartWinnr, Hyderabad Full time

We are seeking a detail-oriented and customer-focused Product Support Executive to join our team in Hyderabad. This role involves supporting global customers during pilot, implementation, and post-go-live phases by ensuring smooth product adoption and issue resolution. You will work cross-functionally with internal teams to address client queries, provide timely support, and help maintain a positive customer experience. This is a critical role for individuals who thrive in dynamic environments and are open to working rotational shifts.

Key Responsibilities

Customer Engagement & Support
- Provide first-level support to customers during onboarding, implementation, and post-implementation stages.

Product Understanding & Troubleshooting
- Maintain a thorough understanding of SmartWinnr’s features, updates, and functionality.
- Identify and troubleshoot product issues, escalating to the appropriate internal teams when required.

Documentation & Process Adherence
- Maintain detailed records of customer interactions and resolutions using internal tools.
- Follow defined processes for issue tracking, escalation, and communication.

Internal Collaboration
- Work closely with the product and engineering teams to relay feedback and recurring issues.
- Coordinate with the Customer Success team for smooth handovers and ongoing account support.

**Requirements**:
Education
- Bachelor’s degree in B.Tech, BCA, B.SC or a related field.

Professional Experience
- 1-3 years of experience in a customer or product support role, preferably in a SaaS or tech environment.
- Experience working in with global clients is an added advantage
- Experience & comfortable working in night shifts.

Skills & Tools
- Strong written and verbal communication skills in English.
- Proficiency in Microsoft Office (Excel, Word, PowerPoint) and Google Workspace tools.
- Ability to learn and work with web-based platforms and support tools.

Personal Attributes
- Self-motivated with a high sense of ownership and accountability.
- Strong analytical and problem-solving abilities.
- Flexible and willing to work rotational and night shifts as required.

What We Offer
- Competitive compensation and benefits package.
- Opportunity to work with a global SaaS platform impacting enterprise sales teams.
- A collaborative and fast-paced environment with room for learning and growth.
- Cross-functional exposure across product, engineering, and customer success teams.

Pay: Up to ₹500,000.00 per year

**Benefits**:

- Provident Fund

Shift:

- Rotational shift

Work Location: In person



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