Product Support Consultant
2 weeks ago
Key Responsibilities:
- Provide prompt and accurate responses to customer inquiries via email, chat, or phone, ensuring a high level of customer satisfaction.
- Diagnose and resolve product-related issues, identifying root causes and providing effective solutions within defined SLAs.
- Become a clients product expert, understanding software features, integrations, and workflows to support customer needs effectively.
- Create and update support documentation, FAQs, and user guides to improve the knowledge base and enhance customer self-service options.
- Work closely with internal teams, including Product Development, Quality Assurance, and Customer Success, to communicate customer feedback, escalate issues, and advocate for feature improvements.
- Assist with new customer onboarding and provide training as needed to ensure customers are proficient in using Clients tools and features.
- Continuously seek opportunities to improve support processes, suggesting optimizations to enhance customer experience and efficiency.
- Use Client's support ticketing system to track, prioritize, and report on issues, ensuring timely resolution and follow-up.
Preferred candidate profile :
- Bachelor's degree in computer science, Information Technology, Business, or a related field (preferred but not mandatory with relevant experience).
- 3-5 years in a technical support, product support, or customer service role, preferably within a SaaS environment.
- Experience with any CRM, ERP, or POS systems is highly desirable.
- Proficiency in troubleshooting software issues and analyzing data to identify root causes.
- Familiarity with SQL, APIs, and general knowledge of web technologies (HTML, CSS) is a plus.
- Experience with support tools (e.g., Zendesk, Jira, or similar) is preferred.
- Excellent communication and interpersonal skills, with a focus on customer empathy.
- Strong problem-solving abilities and attention to detail.
- Ability to work in a fast-paced environment and manage multiple priorities.
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