Associate, Product Support

About the Role

Looking for a customer-focused and enthusiastic Associate – Product Support to join our Product Support team. You will be responsible for providing first-level product assistance to customers, troubleshooting basic product-related queries, and guiding customers on product configurations, particularly in the Letter Management module.

Key Responsibilities

• Provide first-level product support to customers via phone, email, and chat.
• Understand customer queries, troubleshoot basic product issues, and provide appropriate solutions.
• Assist customers with Letter Management modules, including letter creation, configuration, formatting, and template management.
• Support customers in creating and configuring various employee letters, including account letters and other HR-related letters.
• Guide customers on product navigation, features, and configuration-related queries.
• Work with Microsoft Word, Excel, and WPS applications for document creation, formatting, and letter template configuration.
• Utilize the product's Library functionality to manage, access, and configure letter templates and documents.
• Assist customers with document formatting, tables, headers, footers, mail merge, and template customization.
• Communicate with Hindi-speaking customers and provide product assistance in Hindi.
• Maintain accurate documentation of customer queries, troubleshooting steps, and resolutions in ticketing/CRM tools.
• Escalate complex technical or product-related issues to senior support teams.
• Coordinate with Implementation and internal teams to ensure timely resolution of customer concerns.
• Follow up on open support tickets and ensure timely communication with customers.
• Participate in product training sessions and continuously enhance product knowledge.

Requirements & Tech Stack

• Proficiency in Microsoft Office applications, particularly MS Word and Excel.
• Hands-on knowledge of WPS Office.
• Knowledge of letter creation, account letters, employee letters, and document template configuration.
• Basic understanding of document formatting, templates, tables, headers, footers, and mail merge.
• Ability to work with document libraries, template management, and configuration tools.
• Basic computer knowledge and familiarity with web-based applications.
• Knowledge of ticketing tools such as Freshdesk, Zoho Desk, Zendesk, or Salesforce is an added advantage.

Qualifications

• Bachelor's degree in any discipline.
• Good verbal and written communication skills in English.
• Proficiency in Hindi is mandatory for customer communication and support.
• Ability to understand customer requirements and explain product functionalities clearly in Hindi and English.
• Strong analytical and logical problem-solving abilities.
• Customer-centric approach with patience and empathy.
• Good attention to detail.
• Willingness to learn new technologies and product functionalities.
• Ability to manage multiple customer queries and prioritize tasks effectively.
• Strong teamwork and coordination skills.

Professional Experience

• 0–2 years of experience in Product Support, Customer Service, Technical Support, or a similar role.
• Freshers with good communication and analytical skills are welcome to apply.
• Exposure to SaaS applications, HRMS, or enterprise software will be an added advantage.