Product Support Executive

As a Product Support Executive, you will be responsible for providing excellent customer support to users facing issues related to our products. Your role will involve handling product-related complaints, bugs, glitches, and finance-related inquiries. You will address customer concerns through visit,call and email support. While the position requires some technical understanding, it primarily focuses on delivering exceptional customer service and effective communication to resolve user problems.

Key Responsibilities:

Customer Support: Offer professional and empathetic support to customers via phone calls and emails, addressing their product-related inquiries, complaints, and technical issues.

Issue Resolution: Investigate and troubleshoot product-related complaints, bugs, and glitches, aiming for a timely and satisfactory resolution for customers.

Finance Related Assistance: Handle inquiries related to product pricing, billing, payments, refunds etc

Product Knowledge: Develop a deep understanding of our products and services to provide accurate information and solutions to customers.

Documentation: Maintain detailed and accurate records of customer interactions, inquiries, and resolutions in the support ticketing system.

Collaboration: Work closely with the technical and product teams to escalate and resolve complex technical issues efficiently.

User Training: Assist customers with onboarding and product training, helping them understand the features and functionality to maximize their experience.

Feedback Collection: Gather feedback from customers, analyze trends, and communicate insights to the relevant teams to improve the product and overall customer experience.

Product Improvement Suggestions: Proactively identify areas for product improvement and communicate valuable insights to the development team.

Escalation Handling: Handle and escalate unresolved issues appropriately to ensure prompt attention and resolution.

Required Skills and Qualifications:

Communication Skills: Exceptional written and verbal communication skills to interact effectively with customers and convey technical information in a clear and understandable manner.

Customer-Centric Approach: Strong customer service orientation with the ability to remain patient, composed, and empathetic while addressing customer concerns.

Problem-Solving Abilities: Demonstrate strong problem-solving skills, analytical thinking, and a resourceful approach to resolving customer issues.

Technical Acumen: Although extensive technical knowledge is not required, a basic understanding of software and digital products will be beneficial to handle customer inquiries.

Analytical Skills: Possess strong analytical abilities to assess and understand customer issues.

Finance Basics: Familiarity with finance-related concepts such as billing, payments, and refunds will be advantageous.

Multi-Tasking: Ability to handle multiple customer inquiries simultaneously and manage time effectively to meet response and resolution targets.

Adaptability: Be open to learning about new products, features, and updates, as well as adapt to changes in a dynamic environment.

Team Player: Collaborate effectively with cross-functional teams to ensure the best possible customer experience.

Patience and Resilience: Maintain a calm and patient demeanor, even in challenging situations, to resolve customer issues amicably.

Organizational Skills: Strong organizational skills to maintain accurate records and follow up on pending issues.

Preferred Qualifications:

• Bachelors degree in BBA or BS Mass Communication preffered. 
• Previous experience in a customer support or product support role is an advantage but not mandatory.
• Knowledge of CRM software and ticketing systems is beneficial.
• Familiarity with financial software or products and Payment Gateway is a plus.