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Product Support Intern

2 weeks ago

Chennai, India Rocketlane Full time

About Rocketlane

Thanks to the rapid early traction and customer love the product has garnered globally from the likes of LinkSquares, AppCues, ContractPodAI, Chargebee, parcelLab, etc., we have been recognized as a Leader in the Client Onboarding category on G2 within six months of product launch.

With a mission to deliver chaos-free, consistent, accelerated, and delightful customer journeys through its purpose-built software the company was founded in April 2020 by second-time entrepreneur trio - Srikrishnan, Vignesh, and Deepak. Previously, the trio built a successful in-app messaging startup that was acquired by Freshworks (NASDAQ: FRSH) in 2015.

What’s the opportunity?

Product Support is the first line of contact for customers experiencing issues with adoption, integration configuration, operation, and management of Rocketlane solutions. They are, in many ways, the post-sale “face of Rocketlane” and are passionate problem-solvers.

The ability to visualize problems, strong analytical and troubleshooting skills are key to being successful in this role. You will be responsible for the diagnosis and analysis of customer issues, ensuring the best customer experience. You’ll be expected to bring first-level detailed diagnosis from Support into Product/Engineering.

What will I be doing?
- Provide product support to clients related to technical and operational aspects of the products, including troubleshooting, system updates, support case acknowledgements, provisioning activities, etc.
- Collaborate and communicate/escalate issues with other Product Support team members
- Deliver a consistent, responsive, and satisfying customer experience at each touchpoint
- Be responsible for the collation of key metrics/data points to enable reporting and analysis of customer satisfaction
- Train customers in software platform basics and provide progressive guidance throughout the implementation and go-live process

What skills and experience do I need?
- A degree in a technology-related program or equivalent experience in a Product Support role
- Ability to identify and clarify problems, set goals, and resolve issues
- Ability to effectively multi-task
- Strong verbal and written communications skills
- Customer-first mentality and enthusiasm to build customer loyalty
- Excellent organizational skills and an eye for detail
- Excellent customer service and interpersonal skills

What’s in it for me?
- Great opportunity: Rocketlane genuinely cares about everyone we hire. You’ll learn new things and grow no matter how experienced you are; you will be working with founders who have more than three decades of collective experience in building significant B2B SaaS startups.
- Great culture: An open, fun, and exciting startup culture that empowers its people to champion big problems with the freedom to think and innovate.
- Growth: You could easily and quickly transition into other sales roles you might like.
- Impact: You get to be part of a global, passionate team in a fast-paced and growth-oriented environment. The team has a work philosophy of being high on ambition, ownership, and a bias for action.
- Monetary rewards and benefits: Competitive stipend, flexible leave policy, and more

**Job Type**: Internship