Product Support Specialist

Who we are? We are CareStack. We are not Henry Schein, we are not planetdds, We are CareStack. We are outliers. We are not the norm. We are cut from a different cloth. We are mission driven, product led and customer centric. We pick paths that others don't. We do more for our customers than others. We exist to make our customers successful. Nothing more. Nothing less.

Who are we looking for? We are looking for someone with strong problem-solving skills, able to think critically and systematically troubleshoot to identify and resolve root causes. You should be a team player, comfortable working in a fast-paced environment, and collaborating effectively with cross-functional teams to contribute to shared goals.

Job Requirements

• Experience: 0-1 year of experience and must have a minimum of 1+ years in B2B/SaaS platforms. The years of experience does matter as much as the competence in the area.
• Working Mode: On-site.

• Education: We really don't care as long as you can communicate and articulate your thoughts and decisions seamlessly.

• Job Type: You will be hired as a Full Time Employee under the payroll of CareStack India. Responsibilities

• First Line Support: Provide timely and accurate Tier 1 support via email and live chat, resolving issues related to phone systems, call quality, device setup, network configurations, and related features.

• Troubleshooting: Diagnose and troubleshoot basic phone system issues, including IP phones, softphones, and network connectivity problems (SIP issues, firewall configurations, etc.).

• Ticket Management: Manage support requests through a ticketing system (e.g., Zendesk), ensuring prompt responses and resolutions, and escalating to L2/Engineering teams as required.

Documentation: Maintain and update both internal and customer-facing knowledge bases, providing clear step-by-step guides, FAQs, and documentation for common issues.

• Customer Onboarding Support: Assist clients with onboarding, including desk phone setup, call flow configuration, and ensuring smooth integration with the PMS (Practice Management System).

• System Monitoring: Utilize monitoring tools to identify potential issues proactively and escalate them to the relevant teams for swift action.

• Call Quality Analysis: Analyse call logs and metrics (jitter, latency, packet loss) to diagnose and resolve call quality issues.

• Collaboration: Work closely with cross-functional teams such as L2 Support, Product, Engineering, and Customer Success to provide feedback and enhance system performance and customer experience.

• Training & Support: Provide basic user training on VoIP phone systems and features, ensuring clients are fully equipped to use the system effectively.

This role may be for you if you,

Have a strong desire to join an early-stage technology company and a passion for learning in Site Reliability Engineering.

Are eager to gain hands-on experience managing applications in a production environment and can enthusiastically address challenges.

Approach problem-solving with a data-driven mindset and are excited about delivering solutions quickly while iterating based on feedback.

Can manage multiple tasks in a fast-paced environment and possess basic coding experience, eager to expand your skills beyond simple scripts.

Enjoy collaborating and communicating effectively with team members, even in asynchronous environments. This role may not be for you if you,

Lack the motivation to be creative and do not embrace continuous improvement in yourself, processes, and systems.

Are not eager to contribute to building highly available, scalable, and reliable systems.

Struggle to engage in constructive discussions, accept feedback, and appreciate better ideas from peers or team members.

Have not developed the habit of conducting objective, data-driven conversations about system performance and improvements.