Product Support Specialist
New
IndiaFull-TimeMiddle
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Experience
- 3–5 years
- Required Skills
- Analytical SkillsDocumentationMS OfficeCRMCustomer supportSaaS
Requirements
- 3–5 years of experience in customer support, preferably supporting software applications or SaaS products.
- Exposure to clinical research, healthcare technology, or complex enterprise systems is a strong advantage.
- Strong analytical and troubleshooting skills with the ability to diagnose and resolve technical issues.
- Excellent communication skills, including written, verbal, and interpersonal abilities.
- Ability to manage multiple priorities, work independently, and meet response timelines in a fast-paced environment.
- Experience conducting customer training or supporting end-user adoption is preferred.
- Proficiency with MS Office tools and familiarity with ticketing or CRM systems.
- Strong organizational skills and attention to detail when handling support cases and documentation.
Responsibilities
- Provide customer support via email, chat, and ticketing systems, resolving complex technical and functional issues related to software applications.
- Develop deep knowledge of product features, integrations, and clinical research workflows to effectively troubleshoot and guide users.
- Collaborate with internal teams such as Product, Engineering, and Operations to escalate and resolve high-impact customer issues.
- Act as an escalation point for critical customer concerns while ensuring accountability and timely follow-up.
- Translate customer requirements and feedback into actionable insights for product improvements and enhancements.
- Support customer training, product demonstrations, and onboarding activities as needed.
- Maintain strong documentation of issues, resolutions, and customer interactions to ensure continuity and quality service.
View Full Description & ApplyYou'll be redirected to the employer's site
