Product Support Executive

Key Responsibilities:

• Customer Assistance: Respond to customer inquiries regarding product usage, troubleshooting, and technical issues via email, chat, or phone.
• Problem Resolution: Diagnose and resolve product-related issues in a timely and effective manner, escalating to appropriate teams as necessary.
• Product Knowledge: Maintain in-depth knowledge of the product suite to ensure accurate guidance and solutions. Continuously update and refine your understanding of the product as new features and updates are released.
• Documentation & Feedback: Create and update FAQs, help guides, and troubleshooting resources based on common issues. Provide feedback to the product and engineering teams to help improve the product.
• Customer Education: Assist customers with onboarding and training sessions, helping them to understand key product features and best practices.
• Collaboration: Work closely with the product development and engineering teams to communicate customer needs, feedback, and common issues, contributing to product improvements.
• Data Reporting: Track and report common technical issues and feedback trends to help identify recurring problems and product improvements.