Chat Support Executive

Job Description

All Jobs Senior Product Support Specialist Edit Job Basic info and job description 1 Job info2 Approval 3 Hiring team 4 Hiring stages 5 Application Form 6 Sourcing 7 Automation Job details cannot be changed during or after the approval process. Contact your admin in case you want to do so. Basic information Job PositionSub-Business unit/Business unit Ops Job Category/Function Customer Success Job Type Third Party Contract Job Level/Grade (Optional: For internal use) G9 Hiring Type Backfill This is a remote jobThis job promotes diversity and inclusionJob LocationBengaluruNo. of Openings (For internal use) Mark as confidential Will be visible to hiring team only and will not show up on reports Job Description Generate using AI Role Overview: As a Senior Product Support Specialist , you will be responsible for resolving complex technical queries, addressing product functionality concerns, and coordinating with Software Engineers to deliver effective product support. The role requires multitasking across various communication channels and handling both escalated and non-escalated customer interactions with precision and empathy. Key Responsibilities: Technical Support & Issue Resolution Resolve complex technical/product-related queries and defects. Coordinate with software engineers for timely resolution and root cause analysis. Ensure thorough documentation of each case in the ticketing system. Follow standard operating procedures with a strong focus on quality. Customer Interaction Channels Manage queries through Live Chat, Calls, and Email . Handle multiple interactions simultaneously, ensuring swift and effective resolutions. Customer Engagement & Product Usage Analyze customer behavior, product expectations, and usage trends. Encourage product adoption and increased engagement by highlighting valuable features. Deliver consistent, top-notch experiences by going the extra mile. Escalation & Process Ownership Demonstrate sound judgment in escalating issues when necessary. Contribute to process improvements by challenging inefficiencies and proposing alternatives. Customer Retention Maintain high customer satisfaction and retention by resolving concerns proactively and empathetically. Ideal Candidate Should Have: Excellent troubleshooting and problem-solving skills. Ability to multitask and work efficiently under pressure. Attention to detail and a proactive mindset. Strong communication skills across verbal and written platforms. 6 days/week (Rotational Week Offs) 25 -35K/month (Including Incentives)