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Product Support Analyst
4CRisk.ai
posted 8d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
As a Product Support Analyst for 4CRisk.ai, you will be the frontline technical expert for our customers, helping them resolve issues and maximize the value of our product. Your role involves troubleshooting, understanding product features, and collaborating with cross-functional teams to ensure a seamless user experience. You will work closely with clients, providing proactive and reactive support, documenting solutions, and contributing to product improvement.
Key Responsibilities: Customer Support:
- 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.
Product Expertise:
- 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.
Collaboration:
- 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.
Problem Analysis and Reporting:
- 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.
Training and Development:
- 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.
Requirements:
- 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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What 4CRisk.ai employees are saying about work life
based on 11 employees
Flexible timing
Monday to Friday
No travel
4CRisk.ai Benefits
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