Product Support Specialist - Zendesk System (4-7 yrs)

Role Description :

We are seeking a highly experienced and customer-oriented Senior Product Support Specialist to join our growing Customer Success team.

In this role, you will serve as a subject matter expert, providing advanced technical support and guidance to our customers.

You will be responsible for resolving complex issues, mentoring junior support specialists, and contributing significantly to improving our customer support processes.

Key Responsibilities :

- Provide advanced technical support : Diagnose and resolve complex customer issues related to product functionality, usage, and integration.

- Mentor and guide junior support specialists : Provide guidance, training, and support to junior support specialists, fostering their professional development.

- Gather and analyze customer feedback : Collect and analyze customer feedback to identify trends, areas for improvement, and potential product enhancements.

- Develop and maintain knowledge base articles : Contribute to and maintain a comprehensive knowledge base of frequently asked questions, troubleshooting guides, and product documentation.

- Proactively identify and resolve customer issues : Monitor customer activity and proactively reach out to customers to address potential issues and prevent escalations.

- Build strong customer relationships : Build and maintain strong, long-term relationships with key customers by providing exceptional support and exceeding their expectations.

- Contribute significantly to product improvement : Provide in-depth feedback to the product development team based on customer interactions and support requests.

- Stay updated on product features, updates, and industry best practices : Maintain a deep understanding of the product's features, functionality, and updates, as well as industry best practices in customer support.

Qualifications :

- 4-7 years of experience in customer support, technical support, or a related field.

- Excellent written and verbal communication skills with the ability to effectively communicate technical information to both technical and non-technical users.

- Strong problem-solving and analytical skills with the ability to quickly diagnose and resolve complex technical issues.

- Ability to work independently and as part of a team.

- Strong customer service orientation with a focus on customer satisfaction and building long-term relationships.

- Proficiency in using customer support tools (e., Zendesk, Intercom, Salesforce Service Cloud).

- Strong understanding of [mention relevant technologies - e., cloud computing (AWS, Azure, GCP), APIs, databases (SQL, NoSQL), operating systems (Windows, macOS, Linux), networking concepts].

- Experience with [mention relevant software or tools - e., project management tools (Jira, Asana), CRM software (Salesforce, HubSpot), scripting languages (Python, Bash)].

Preferred Qualifications :

- Experience with SaaS platforms (Salesforce, Shopify), specific programming languages (Python, JavaScript), etc.

- Knowledge of SQL or other data query languages.

- Experience with data analysis and reporting tools.

- Relevant industry certifications (e., ITIL, Six Sigma)