Product Support Representative

Key Responsibilities :

• Provide timely and professional support to customers via email, phone, chat, or ticketing system.
• Troubleshoot technical issues and guide users through solutions.
• Escalate complex problems to relevant departments (engineering, QA, product).
• Maintain a deep understanding of product features, functionality, and updates.
• Document customer issues, resolutions, and feedback accurately in CRM or help desk system.
• Collaborate with product and engineering teams to identify and resolve product bugs.
• Assist with onboarding, training, and usage guidance for new customers.
• Monitor and prioritize support requests to meet service-level agreements (SLAs).
• Contribute to self-help documentation such as FAQs, user guides, and knowledge base articles.

Qualifications : Essential :

Preferred :

Skills Required

Technical Troubleshooting, Crm, Analytical Thinking, Product Management, Product Support