Product Support Analyst

This is a fully remote position, open to applicants in India.

📋 Description

• Oversee the ticket queue and handle tickets in accordance with the Support SLA.

• Investigate and resolve issues reported to the Support Team.

• Collaborate with product and development teams to comprehend the severity and impact of customer-reported issues.

• Assess tickets and escalate them appropriately to team members.

• Respond to customer inquiries with professionalism and informative communication.

• Engage in daily, weekly, and monthly reporting obligations.

• Maintain and update Support knowledgebase articles, adding new content as necessary.

• Provide timely progress updates on tickets to the Support Lead.

• Collaborate in the development and upkeep of training guides, FAQs, and other user documentation.

⛳️ Requirements

• Bachelor’s degree or 4 years of equivalent experience.

• 3 to 7 years of experience in customer service or software support positions.

• Exceptional customer service abilities.

• Strong analytical and problem-solving capabilities.

• Eagerness to learn software solutions and quickly adapt using training materials.

• Must possess the ability to multitask and prioritize effectively.

• Strong organizational skills and a detail-oriented approach.

• Ability to quickly adapt and shift priorities in a fast-paced environment.

• Proficiency with knowledge management and bug reporting tools.

• Excellent verbal and written communication skills in English.

• Capability to work collaboratively as a team player with strong interpersonal skills.

• Willingness to maintain flexible hours to align with US and/or UK workdays.

🏝️ Benefits

• Opportunities for professional growth and a clear career advancement path with increasing responsibilities as skills develop.

• Exposure to innovative AI technologies, including LLMs and conversational systems.

• Competitive compensation package that includes comprehensive benefits.

• A results-driven culture that emphasizes innovation, responsibility, and professional excellence.