Product Support Specialist
ConfidentialGurugram, Gurgaon / Gurugram, India30+ days ago
Job descriptionMinimum 1 year of experience in customer support or a related customer-facing role. Initiative-focused mindset with a self-driven approach. Strong problem-solving skills and attention to detail. Strong communication skills, both written and verbal. Ability to multitask and collaborate with different teams. Bachelors degree in a technology-related field. Strong knowledge of Google Sheets, Slides, or equivalent MS Office tools. Experience in the SaaS industry. Interest in continuous learning and growth opportunities. Competitive, team-oriented mindset. Understanding of JavaScript, HTML, and CSS. Experience in the e-commerce industry. Exposure to startup environments and flexibility to adapt quickly.
Key Responsibilities
- Resolve product-related queries using chat-based software and manage merchant issues on Slack.
- Own Customer Satisfaction (CSAT) by delivering timely, empathetic, and accurate resolutions.
- Proactively identify and resolve process issues to improve support efficiency.
- Meet quality standards, KPIs, and KRAs consistently across all support channels (email, chat, Slack, video).
- Provide technical troubleshooting and product expertise for Shopify / Loop Subscriptions, using internal documentation and staying updated on product changes.
- Identify trends and report missing documentation to relevant teams.
- Address outages or critical issues quickly, ensuring timely communication with engineers and managers.
- Provide outbound video support as requested.
Qualifications
Good to Have
Skills Required
Javascript, Css, google sheets , Ms Office Tools, Html
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Product Specialist • Gurugram, Gurgaon / Gurugram, India
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