Product Analyst

About

Built by ex-Amazon ad-tech experts,  offers a future-proof Retail Media Operating System - boosting Retailer's profitability by 7% of Sales We are an Enterprise B2B SaaS startup, based out of Pune India. With 's platform, Retailers activate and delight 10x more Brands by offering an omni-channel media buying experience, advanced targeting, analytics & 2x better ROAS. Tier 1 Retailers and Marketplaces globally are accelerating their Monetization strategy with and are innovating ahead of the market by at least 2 years.

About the role

We are looking for a skilled and dedicated Product Support Associate to join our dynamic team and provide enterprise-level assistance to our customers. As a Product Support Associate, you will play a crucial role in ensuring the smooth operation and customer satisfaction of our products in areas of campaign creation and optimization, wallet management, onboarding, etc. You will diagnose, troubleshoot, and resolve problems in an accurate and timely manner, while also providing technical support and collaborating with cross-functional teams to address customer concerns. The ideal candidate for this position is a problem-solver with excellent communication skills and a technical background.

What will you do @

At , your role in the team would involve the following:

● Provide technical support: Respond to customer inquiries and troubleshoot product-related

issues promptly and effectively via various channels (e.g., phone, email, chat).

● Troubleshoot and diagnose: Investigate reported problems, identify root causes, and propose

appropriate solutions to address product malfunctions or performance issues.

● Collaborate with cross-functional teams: Work closely with product managers, developers,

and quality assurance teams to analyze and resolve complex technical issues, ensuring

timely and accurate solutions.

● Onboarding & integration: Help clients integrate with our product within timelines, making sure all best practices and standardisation is followed along with covering the complexities of each client.

● Document and communicate: Create comprehensive technical documentation, including

FAQs, troubleshooting guides, and knowledge base articles to aid customers and internal

stakeholders in resolving common product issues.

● Customer relationship management: Build and maintain strong relationships with customers

by providing outstanding support, understanding their needs, and effectively addressing

concerns to ensure customer satisfaction.

● Escalation management: Escalate critical issues to appropriate teams or management when

necessary, ensuring prompt resolution and minimizing customer impact.

● Product improvement: Identify recurring product issues and collaborate with the

development team to drive improvements, bug fixes, and enhancements to enhance overall

product performance and user experience.

● Training and education: Conduct product training sessions for internal teams, customers,

and partners to enhance their understanding of product functionality and troubleshooting

techniques.

You will be a great fit, if you have:

● Bachelor's degree in Computer Science, Engineering, or a related technical field.

● Strong analytical and problem-solving skills, with the ability to diagnose and troubleshoot

complex technical issues effectively.

● Excellent written and verbal communication skills, with the ability to convey technical

information to both technical and non-technical audiences.

● Customer-centric mindset with a passion for delivering exceptional customer service and

maintaining customer satisfaction.

● Ability to work independently and collaboratively in a fast-paced, team-oriented environment.

● Strong organizational skills and the ability to prioritize tasks effectively.

● Familiarity with ticketing systems and customer support software tools.

● Flexibility to work outside regular business hours to provide support during peak times or in

case of urgent customer needs.

Why

• Startup-y. We believe Startup is a mindset. It's about being scrappy, being nimble, solving tough problems with constraint resources and more. It's about working hard and playing hard

• Enterprise SaaS. Opportunity to work with a Enterprise Product SaaS firm with aspirations of growing 10x across the globe

• AI led Retail Tech. We are working to digitize & democratize one of the most exciting and growing vertical - Retail Tech leveraging data, machine learning and automation (culmination of ad-tech, mar-tech and analytics for Retail vertical)

• Meaningful work. This is not just a job. You can find a job anywhere. This is a place for the bold to get paid who make a real impact on business

• No red tape. Say goodbye to pointless meetings or political hoops to jump through. We're scrappy, believe in autonomy and empower our teams to do whatever it takes to do the unthinkable

• Problem Solving. We ignite the best in you. We exist not only to deliver meaningful innovation but to ignite and inspire the creative problem solver in you

• Quirky & fun. Enjoy new skills and hobbies like being a quiz master, playing board games, trying your hands on percussion, playing Djembe and spreading love within the org

• Competitive Comp & Benefits. We know the power of compounding and are stubborn about building long-term relationships. Our compensation design is not only competitive but also prudent.