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15 4CRisk.ai Jobs
Product Support Analyst
4CRisk.ai
posted 3+ weeks ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- Respond promptly to customer inquiries and issues via email, chat, and phone.
- Diagnose and troubleshoot technical issues, guiding customers through resolutions and ensuring high customer satisfaction.
- Identify recurring issues and escalate to the appropriate teams for resolution.
- Develop a deep understanding of our product s features, functionality, and architecture.
- Document and update knowledge base articles, user guides, and FAQs to aid customers in self-service solutions.
- Work closely with engineering, product, and QA teams to resolve complex technical issues.
- Communicate customer feedback to product teams to influence new features and improve user experience.
- Participate in team meetings to discuss ongoing challenges, process improvements, and product enhancements.
- Analyze trends in customer inquiries and report issues and enhancement opportunities.
- Track and document all support requests and interactions in a CRM or ticketing system to ensure a complete support history.
- Conduct product training for new customers and internal staff as needed.
- Stay updated with product changes, new features, and best practices to provide informed support.
- Bachelor s degree in Computer Science, Information Technology, or related field.
- 4-10+ years of experience in product support or technical support, preferably with SaaS products.
- Strong analytical and problem-solving skills. Exposure to Python/Django is must.
- Excellent verbal and written communication skills and flexible with the shift timings.
- Familiarity with CRM or ticketing systems (e.g., JIRA).
- Ability to work independently, manage multiple priorities, and remain calm under pressure.
Employment Type: Full Time, Permanent
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