Product Support Specialist

Join Signeasy, and contribute to a paperless world:

Signeasy is a Great Places To Work certified organization with Glassdoor ratings at 4. 5* consistently.

Role overview:
Signeasy is obsessed with delivering an amazing customer experience. As a Product Support Specialist, you are the first line of defense to educate, solve problems and delight our customers. If our customers are reaching out to you, it s because they ve encountered a problem and need you to fix it. We put our customers first. In these moments of frustration, our customers are looking for an empathetic, patient, and proactive person to walk them through a full resolution.

Responsibilities:

• First and foremost, dive head-first into customer issues, and support tickets when they come in via email, phone, and chat

• Resolve our customer s product issues and questions by providing appropriate solutions

• Escalate technical issues to the senior support engineer or the engineering team after careful technical analysis

• Manage customer expectations regarding issue resolution time and feature delivery

• Identify sales/upsell opportunities through concierge / support interactions and pass them on to our sales team

• Listen to customer feedback, gather requirements and actively share it with the Product Management team.

Requirements:

• A Bachelor s degree or equivalent

• 2-4 years of experience as a Technical or product support, with some knowledge of customer success. Working experience at a B2B SaaS company is a plus

• Experience using helpdesk ticketing software

• Insane ability to run diagnostics by checking user logs and backend admin tools.

• Proactive, customer-focused and having an ownership mindset

• Excellent verbal and written communication skills

• Knowledge on SQL, API, Jenkins, Postman is a plus.

How can you be successful:
You will find success and enjoy a sense of accomplishment by doing the following:

• Achieve ~ 90% or higher CSAT on closed case surveys and quality assessments.

• Become a true product expert and stay on top of our product roadmap.

• Utilize support tools and resources to get the job done in the best way with the least supervision.

• Proactively identify improvements to our product, identify bugs and otherwise determine high-impact opportunities to enhance the customer experience.

• Be a continuous bar raiser.

How you can fit the role:

• Demonstrate an incredibly high level of empathy, care, and patience.

• Must love and be passionate about solving customer issues, both user-level and technical in nature.

• Strong communication skills - Must be an active listener. Talks and writes in a super crisp manner.

Why work with Signeasy (Our unique benefits):
Being a part of Signeasy means contributing to a culture that cherishes each member s role in our collective mission. Here, you ll collaborate with some of the most talented individuals in an environment that nurtures growth, creativity, and learning. We offer a flexible and hybrid working model, prioritizing your safety and well-being.

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Meet Signeasy's leadership and core team: https://rb. gy/ftyfkw
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Signeasy's Timeline & Journey: https://Signeasy. com/journey/
More about Careers at Signeasy: https://Signeasy. com/jobs/
Location - Bangalore, India