Product Support Executive

Job description

Position: Product Support Executive

Location: Noida, Sector-62

Department: Customer Support

Overview:

The Product Support Executive is responsible for providing high-quality technical support to our customers, ensuring their satisfaction with our products. This role involves troubleshooting issues, guiding users through solutions, and collaborating with internal teams to enhance product performance and customer experience.

Key Responsibilities:

Customer Support:

Provide prompt and efficient support to customers via phone, email, and chat.

Address customer inquiries, resolve issues, and provide detailed explanations of product features and functionalities.

Manage and prioritize support requests in the ticketing system to ensure timely resolution.

Technical Troubleshooting:

Technical Troubleshooting:

Diagnose and troubleshoot technical issues related to product usage, software, and hardware.

Guide customers through step-by-step solutions and escalate complex issues to higher-level support or development teams when necessary.

Document all interactions and solutions in the support database.

Product Knowledge:

Maintain a deep understanding of our products, including new features and updates.

Create and update knowledge base articles, FAQs, and support documentation to assist customers in self-service.

Customer Feedback:

Gather customer feedback and communicate it to the product development team.

Participate in regular meetings with product teams to discuss recurring issues and suggest improvements.

Training and Development:

Assist in training new team members and share best practices for handling support queries.

Continuously improve your own technical skills and product knowledge through ongoing training and development opportunities.

Quality Assurance:

Monitor and ensure the quality of support services provided to customers.

Identify areas for improvement in support processes and suggest enhancements.