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, VoIP, and application-related issues.
- Configure and manage desk phones, IoT 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 HubSpot.
- Content – Provide accurate product information and usage details.
- CareStack Support – Coordinate with the team based on issue type and escalation guidelines.
EXPERIENCE
- 1–3 years of experience in Technical Support, Product Support, or SaaS Customer Support.
QUALIFICATION
- Bachelor's Degree in Engineering, IT, or a related field.
SKILLS
- Technical troubleshooting & problem-solving.Networking & VoIP fundamentals.
- Communication & Stakeholder Management.
- Ticketing & SLA management.
- Cross-functional collaboration.
- Product learning agility.
