Product Specialist

About the role:
We are looking to hire smart and passionate folks for our customer support team. The customer support team takes care of technical account management for all our customers. They help troubleshoot and resolve issues that customers might have and provide assistance as and when required. In this role, you will be providing dedicated customer support in an omnichannel environment to high-value customers and reputed brands.

Responsibilities:

• Take ownership of customer issues reported and ensure that they are resolved within set SLAs.
• Diagnosing and troubleshooting problems and identifying solutions to resolve customer issues.
• Collaborate with other appropriate internal teams and represent the customers while figuring out solutions and workarounds.
• Following standard procedures for the proper escalation of unresolved issues to the appropriate internal teams.
• Document knowledge in the form of FAQs and knowledge base articles.
• Prepare accurate and timely reports, ensuring proper recording and closure of all reported issues.
• Work with various internal stakeholders to provide prompt and accurate feedback to customers.
• Handle high MRR customers and reputed brands.