Product Support Specialist
Location
Chennai | India
Job description
Product Support Specialist
Role Overview:
As a Product Support Specialist, your role is centered around providing unparalleled support to our customers, contributing significantly to their overall satisfaction. You will be at the forefront of managing customer interactions, handling queries, and taking ownership of reported issues. Collaborating closely with both the product and engineering teams, you will ensure that customer concerns are not only addressed promptly but also contribute to product improvements.
Introducing Paperflite:
Paperflite is a fast-growing SaaS company headquartered in the US with operations in Chennai, providing a next-generation content management platform for sales and marketing teams. Our platform empowers sales and marketing professionals to share, and track sales content with prospects and customers, enabling them to close deals faster and more efficiently. Our clientele includes leading companies from various industries, including technology, healthcare, and financial services. Canva, Louis Vuitton, Carlsberg, and Puma are some of the prominent names. It was rated as the Most Recommended Software in 2022 by Software Advice and among the top 50 software companies in India by G2 in 2023. We were also recognized as one of America's best startup employers by Forbes this year.
Diving into the Core Responsibilities: Here's a glimpse of your key responsibilities:
- Handling Customer Queries: You'll be responsible for addressing L1/L2 customer queries, taking ownership of reported issues, and ensuring timely resolution within SLA.
- Collaboration: Work closely with the product and engineering teams to track and progress customer issues, providing seamless communication between teams.
- Knowledge Base Management: Formulate and build comprehensive knowledge base articles for both Paperflite and Cleverstory, enhancing customer support efficiency.
- Omnichannel Support: Provide omnichannel support through emails, tickets, chats, and calls, ensuring a holistic approach to addressing customer needs.
Must-Have Gear: What you'll need to join the team:
- Experience: Possess 1-2 years of overall experience in technical support or a customer-facing role.
- Customer-Centric Mindset: Demonstrate unwavering commitment to resolving customer queries with determination and dedication.
- Communication Skills: Exhibit strong verbal and written communication skills, essential for effective customer interaction.
- Industry Experience: Prior experience in a B2B or SaaS product company is a significant advantage.
- Content Writing: Strong content writing skills required for crafting articulate and informative knowledge-base articles.
- NOTE: Seeking candidates for a night shift position from 8 PM to 5 AM, aligned with US working hours (Night Shift Allowance is included with this position).
The Paperflite Difference:
- Work and learn from a talented team that is building an industry-first solution.
- No rigid hierarchy, with a friendly environment that fosters creativity and innovation.
- A fully stocked delicious pantry with snacks, drinks, and treats for you to enjoy.
- Opportunity to showcase your Foosball or Table-tennis skills in a friendly competition with colleagues.
- Sweat it out, sans cost with our fitness program that lets you choose any fitness centre of your choice.
- A fully covered medical insurance plan that will never make you grow sick of hospital bills.
- If you're a furball fanatic, then you're in luck: we've got two dogs and a cat who will shower you with love and lick you to infinite glory.
We are an equal-opportunity employer and value diversity at our company.
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