Associate – product support

ROLE PURPOSE

To provide timely and effective product support by resolving customer issues, configuring systems and devices, collaborating with cross-functional teams, and delivering a seamless customer support experience

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CORE RESPONSIBILITIES

Owns Technical Support & Troubleshooting – Provide Level 1 support, troubleshoot issues, and configure products and devices. Drives Ticket & Escalation Management – Manage ticket lifecycle, prioritize issues, and coordinate timely escalations. Maintains Configuration & Product Excellence – Ensure accurate system configurations, documentation, and product knowledge. Accountable for Customer Support & Cross-functional Collaboration – Deliver seamless customer support while partnering with internal teams for effective resolutions.

KEY RESPONSIBILITIES

Provide Level 1 technical support for hardware, software, Vo IP, and application-related issues. Configure and manage desk phones, Io T devices, and product settings based on customer requirements. Analyse operational data and perform system administration through the Admin Portal. Manage support tickets, coordinate escalations, and ensure SLA compliance. Handle customer queries via calls, emails, and chats while delivering a high-quality support experience. Conduct product training for customers and support onboarding of new team members. Collaborate with Engineering, Product, Implementation, CSM, Content, and other teams to resolve issues and support integrations.

CROSS-FUNCTIONAL COLLABORATIONS

Engineering – Identify, report, and resolve bugs and system glitches. Product – Support new feature setup and client-specific requirements. CSM – Set up CSM calls & training sessions for the clients. Implementation – Assist customers with third-party integrations such as GHL, Boxly, and Hub Spot. Content – Provide accurate product information and usage details. Care Stack Support – Coordinate with the team based on issue type and escalation guidelines.

EXPERIENCE

1–3 years of experience in Technical Support, Product Support, or Saa S Customer Support.

QUALIFICATION

Bachelor's Degree in Engineering, IT, or a related field.

SKILLS

Technical troubleshooting & problem-solving. Networking & Vo IP fundamentals. Communication & Stakeholder Management. Ticketing & SLA management. Cross-functional collaboration. Product learning agility.