Product Support Specialist

About the Role: We are looking for a proactive and customer-focused Product Support Specialist to join our growing team. You will serve as the first line of support for our SaaS application users, ensuring that customer inquiries, technical issues, and product questions are resolved efficiently and professionally. You will collaborate closely with Product, Engineering, and Customer Success teams to deliver an exceptional support experience. Responsibilities: Serve as the primary point of contact for customer support inquiries through email, chat, and phone. Diagnose, troubleshoot, and resolve customer issues related to the SaaS platform, including configuration, connectivity, and data issues. Guide users through product features and functions, helping maximize product adoption and success. Escalate complex issues to Tier 2/Engineering teams while maintaining ownership of customer communication. Document customer interactions, technical issues, and resolutions in the support ticketing system. Monitor support queues, manage SLAs, and prioritize cases based on urgency and business impact. Collaborate with the Product and Engineering teams to communicate customer feedback, bug reports, and feature requests. Contribute to the creation and improvement of knowledge base articles, FAQs, and support documentation. Participate in product training sessions to stay updated on platform changes, new features, and best practices. Assist in testing new product releases to ensure customer-reported issues are addressed. Qualifications: 2-5 years of experience in SaaS product support, technical support, or customer success roles. Strong troubleshooting skills with a methodical approach to diagnosing problems. Excellent written and verbal communication skills, with an ability to explain technical concepts to non-technical users. Familiarity with support tools like Zendesk, Freshdesk, Salesforce Service Cloud, or similar platforms. Experience working with APIs, SSO, or integrations is a plus. Ability to manage multiple tasks simultaneously and work effectively in a fast- paced environment. Customer-first mindset with strong empathy and patience. Bachelor’s degree or equivalent experience preferred. Preferred Skills (Nice to Have): Experience supporting healthcare, fintech, or other regulated SaaS platforms. Knowledge of SQL or ability to query databases for troubleshooting purposes. Familiarity with HIPAA compliance, security protocols, or industry-specific regulations (if healthcare-related). Basic understanding of cloud environments (e.g., AWS, Azure) or web-based architecture. Job Types: Full-time, Permanent Pay: ₹500,000.00 - ₹1,200,000.00 per year Benefits: Flexible schedule Health insurance Paid sick time Provident Fund Schedule: Morning shift Work Location: In person Expected Start Date: 16/06/2025