Product Support

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: - ( - )

Experience: 0+ yrs

Location: Pune, Maharashtra, India

Job Type: Full-time

We are looking for a customer-focused Customer Support Executive to deliver exceptional support experiences by assisting customers with product-related inquiries, troubleshooting technical issues, and ensuring timely resolution of support requests. This role is ideal for individuals who are passionate about customer success, enjoy solving problems, and thrive in a fast-paced software or SaaS environment.

As a Customer Support Executive, you will serve as a key point of contact for customers, helping them maximize the value of the platform while collaborating closely with product, engineering, and internal teams to resolve issues and improve the overall customer experience. This role requires excellent communication skills, empathy, and a proactive approach to problem-solving.

Key Responsibilities

• Provide prompt, professional, and high-quality customer support through email, chat, and other communication channels.
• Troubleshoot product-related issues and guide customers through step-by-step solutions to resolve technical and functional queries.
• Deliver a customer-first experience by demonstrating empathy, patience, and professionalism in every interaction.
• Record, track, and manage customer support requests while ensuring timely resolution or appropriate escalation when necessary.
• Educate customers on product features, best practices, and effective platform usage to maximize customer success.
• Collaborate with Engineering, Product, and other internal teams to resolve complex issues and communicate customer feedback.
• Identify recurring customer issues and recommend improvements to enhance product quality and customer satisfaction.
• Maintain accurate documentation of customer interactions, issue resolutions, and knowledge base articles.
• Monitor customer satisfaction and contribute to continuous improvement initiatives within the support function.
• Support application updates, product enhancements, and customer communication during releases when required.

What Makes You a Great Fit

• 0+ years of experience; fresh graduates and candidates with customer support experience are encouraged to apply.
• Bachelor's degree or equivalent qualification.
• Strong verbal and written communication skills with a customer-centric and empathetic approach.
• Excellent problem-solving and troubleshooting abilities with strong attention to detail.
• Ability to manage multiple customer requests while maintaining high service quality and responsiveness.
• Experience in customer service, technical support, or SaaS support environments is an advantage.
• Strong interpersonal and collaboration skills with the ability to work effectively across cross-functional teams.
• Willingness to work in the US time zone (10:00 PM – 07:00 AM IST).
• Proactive mindset with a commitment to delivering exceptional customer experiences.
• Passion for learning new technologies and continuously improving customer support processes.