Infra.Market - Product Support/Customer Support Role (2-4 Yrs) Chennai (After-Sales/Customer Service)

Your responsibilities:Respond to customer inquiries and provide timely and accurate solutions to their product-related problems via various communication channels (e.g., email, phone, chat).- Diagnose and troubleshoot product issues reported by IM stakeholders, try to identify the root cause, and propose appropriate solutions or redirect it to right SPOC- Guide customers through step-by-step instructions and provide technical assistance to resolve product-related queries.- Collaborate with cross-functional teams, including engineering and development, to escalate and resolve complex customer issues.- Document and maintain accurate records of customer interactions, issues, and resolutions using our customer support software.- Contribute to the development and maintenance of product knowledge base articles, support documentation, FAQs etc.- Continuously update your knowledge of our products, new features, and enhancements to provide up-to-date support to customers.- Identify opportunities for product improvement based on customer feedback and communicate them to the relevant teams.- Stay up-to-date with industry trends and best practices in product support and customer service.- Deliver on overall Resolution Rate, Average Response Time, Issue Trends etc. metricsEducational Qualifications:- Bachelor s or master s degreeWhat are we looking for:- 2 years of relevant experience in a customer or Technical Support function- Excellent problem-solving and analytical skills, with the ability to think logically and troubleshootJob DescriptionProduct Support Specialistissues effectively.- Proficient in using customer support software and tools to track and manage customer interactions.- Good communication skills, both written and verbal, with the ability to explain technical concepts clearly to non-technical customers.- Strong interpersonal skills and ability to provide exceptional customer service.- Ability to work well under pressure, manage multiple priorities, and meet deadlines.- Experience in the software industry or a related field is highly desirable.- Experience in working with ERP projects is a plus.- Strong organizational skills and attention to detail.- Cross functional collaboration and negotiation skills.Professional traits:- Open to work in shifts- Clarity of thought and ability to work hard- Escalation and stakeholder management skills- Super motivated, go-getter attitude (ref:updazz.com)

Payroll Type : Permanent