Product Support Intern

Job Description :

As a Product Support Intern , you will play a crucial role in ensuring our clients receive the highest level of support and satisfaction. You will work closely with our Customer Support team and gain hands-on experience in assisting our users.

Key Responsibilities :

Responding to Customer Inquiries :

Address customer inquiries and concerns through various channels, including email, chat, and phone.

Provide timely and accurate information to customers regarding our products and services.

Issue Tracking and Resolution :

Troubleshoot and resolve customer issues with patience and efficiency.

Collaborate with cross-functional teams to escalate and resolve complex problems.

Track Grafana dashboards and proactively respond to alerts, maintaining the escalation matrix.

User Training :

Assist in the onboarding process for new users by providing guidance and training on our software.

Create and update support documentation to help users navigate the platform effectively.

Customer Feedback :

Collect and document customer feedback to contribute to the continuous improvement of our products and services.

Identify recurring issues and suggest improvements to prevent future problems.

Collaboration :

Work closely with the Customer Support team and other departments to ensure a seamless customer experience.

Collaborate with the product development team to communicate user feedback and assist in product improvement.

Qualifications :

Strong communication and interpersonal skills.

Ability to work the shift between 8 PM to 10 AM (Must have prior experience).

Customer-focused mindset with a passion for helping others.

Detail-oriented and able to manage multiple tasks effectively.

Familiarity with SaaS products is a plus (optional).

Ability to work in a fast-paced and dynamic environment.