Product Support Specialist

We are building a team of Product Support Specialists who will provide Tier 1 support to our enterprise customers. This team will be responsible for resolving customer queries across multiple channels, collaborating with development teams, and identifying opportunities to improve our product, processes, and customer experience. This is an onsite position with working hours from 12:00 PM to 9:00 PM PKT.

Key Responsibilities

• Customer Support & Ticket Management
• Receive and respond to support queries via chat, email, and phone calls.
• Acknowledge and manage tickets generated by software users, ensuring timely resolutions.
• Schedule and conduct customer support meetings when requested.
• Log phone-based issues into the ticketing system and follow up until resolution.
• Issue Resolution & Collaboration
• Troubleshoot and resolve issues by analyzing backend systems and applying necessary changes/configurations.
• Engage with the development team for escalations and deeper technical fixes.
• Communicate effectively with customers to close the loop on resolutions.
• Product & Process Improvement
• Track and analyze support queries to identify recurring issues and trends.
• Prepare reports with insights and recommendations for the product team.
• Contribute to side projects that focus on product improvements, process optimization, and enhanced customer experiences.

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Skills & Qualifications

• Strong communication skills (both written and verbal).
• Analytical mindset with problem-solving abilities.
• Basic technical knowledge and comfort with backend systems.
• Ability to collaborate effectively across teams (customers, developers, product managers).
• Customer-first attitude with proactive thinking.