Product Support Analyst

Key Duties and Responsibilities

Handle customer queries through phone, email, and chat channels

Troubleshoot and resolve issues raised by customers effectively

Maintain detailed documentation of customer interactions and resolutions

Collaborate with internal teams to escalate and resolve complex issues

Ensure adherence to performance metrics such as response time and customer satisfaction

For Senior-level positions: handle escalations, mentor junior team members, and take ownership of high-impact issues

Follow standard operating procedures and contribute to process improvements

Qualifications and Experience:

Mid-Level Requirements:

1 to 2 years of experience in customer or technical support

Basic understanding of support tools such as Zendesk, Freshdesk, or Salesforce

Strong verbal and written communication skills in English

Senior-Level Requirements:

Minimum 4 years of relevant experience, preferably in handling escalations and team guidance

In-depth experience in using CRM/ticketing systems

Strong analytical and problem-solving capabilities

Preferred Qualifications

Prior experience in international voice/chat support

Knowledge of CRM systems and ticketing tools

Bachelor's degree in any discipline