Hiring For Product Executive !

Specialist with Technical Expertise is responsible for providing high-quality technical support to customers, resolving complex technical issues, and ensuring customer satisfaction. This role involves troubleshooting software and hardware problems, providing guidance on product usage, and collaborating with other teams to enhance product functionality and customer experience.

Key Responsibilities:

Customer Support:

Provide timely and effective technical support to customers via phone, email, chat, and other communication channels.

Diagnose and resolve technical issues related to software, hardware, and network configurations.

Guide customers through step-by-step solutions to ensure proper product functionality.

Technical Troubleshooting:

Identify, analyze, and troubleshoot technical problems reported by customers.

Reproduce customer issues to provide accurate and efficient solutions.

Escalate complex issues to higher-level support or development teams as necessary.

Product Knowledge:

Develop and maintain a deep understanding of the companys products and services.

Stay updated on new product features, enhancements, and best practices.

Documentation and Reporting:

Document all customer interactions, troubleshooting steps, and resolutions in the support ticketing system.

Prepare and update knowledge base articles, FAQs, and user guides to assist customers in resolving common issues independently.

Generate and analyze support metrics to identify trends and areas for improvement.

Customer Feedback:

Gather and relay customer feedback to product management and development teams to inform product improvements.

Participate in regular meetings to discuss common issues and propose solutions to enhance product quality and customer satisfaction.

Training and Development:

Provide training and support to customers on product usage and best practices.

Assist in the creation of training materials and conduct webinars or workshops for customers.

Collaboration:

Work closely with cross-functional teams, including product development, QA, and sales, to resolve customer issues and improve product offerings.

Participate in team meetings and contribute to continuous improvement initiatives within the support department.

Qualifications:

• Bachelors degree in Computer Science, Information Technology, or a related field.
• 2+ years of experience in customer support, technical support, or a similar role.
• Strong technical troubleshooting skills and the ability to diagnose complex issues.
• Proficient in using support ticketing systems (e.g., Zendesk, Jira).
• Familiarity with operating systems (Windows, macOS, Linux), networking concepts, and common software applications.
• Excellent communication skills, both written and verbal, with a customer-centric attitude.
• Strong problem-solving abilities and attention to detail.
• Ability to work independently and as part of a team.

Preferred Qualifications:

• Experience with remote support tools (e.g., TeamViewer, LogMeIn).
• Certification in customer support or related fields (e.g., HDI, ITIL) would be good to have.
• Experience in a SaaS (Software as a Service) environment.