Product Support Specialist

WINSaaS support

Location: Noida; 100% remote working flexibility, Rotational shifts to support users across different time zonesFull-TimeMiddle

Salary not disclosed

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Job Details

Languages: Excellent verbal and written communication skills in English
Experience: 2–5 years of experience in Product Support, Application Support, SaaS Support, Technical Support, or a similar role supporting cloud-based business applications.
Required Skills: Technical supportCRM

Have 2–5 years of experience in Product Support, Application Support, SaaS Support, Technical Support, or a similar role supporting cloud-based business applications.
Understand software products, business workflows, and application functionality and translate that knowledge into effective user support.
Have hands-on experience with ticketing, help desk, CRM, or knowledge management platforms.
Be comfortable using AI tools such as ChatGPT, Copilot, Gemini, or similar tools for research, summarization, documentation, and work management.
Demonstrate curiosity and willingness to experiment with AI tools, technologies, and efficient ways of working.
Have analytical, troubleshooting, and problem-solving skills and investigate issues systematically.
Show user empathy and understand problems from the user's perspective.
Have excellent verbal and written communication skills in English and explain complex concepts in simple terms.
Create clear, structured product documentation, FAQs, and knowledge-base content.
Demonstrate attention to detail, responsiveness, and ability to manage multiple requests and priorities.
Be comfortable working rotational shifts to support users across different time zones.

Develop product and business knowledge across WIN’s cloud-based applications, websites, and internal platforms.
Answer user questions, explain features, and help users navigate and use applications.
Troubleshoot product and application issues, identify root causes, and provide practical resolutions.
Configure cloud-based applications and product settings based on user and business requirements.
Manage and prioritize requests through the ticketing system and follow up on resolutions.
Use AI and productivity tools to research issues, summarize information, and improve support efficiency.
Identify recurring issues and user pain points and recommend product, process, and support-resource improvements.
Create and maintain product guides, FAQs, troubleshooting instructions, and knowledge-base articles.
Support new features and releases by testing user scenarios, updating documentation, and helping users adopt functionality.
Collaborate with Product, Engineering, Operations, and other teams to escalate issues and share user feedback.

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