Product Support Specialist

PinnacleU
Gurugram, Haryana

Quick apply

Job details

Full-time
₹6,00,000 - ₹15,00,000 a year

Benefits

Free snacks
Food provided

Qualifications

CSS
Slack
Bachelor's degree
JavaScript
Customer support
SaaS
Communication skills
HTML

Full job description

Position: Product Support Specialist

Location: Gurugram

Working Days: Monday to Friday

Experience Required: 2-7 Years

About the Role

You will be required to deliver exceptional customer experiences through chat, email, and Slack. You'll resolve product-related queries, troubleshoot technical issues, and ensure high CSAT scores by providing timely, empathetic, and accurate support. This role involves collaborating with internal teams, spotting process gaps, and staying updated on product improvements to drive efficiency and customer satisfaction.

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 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.

Ideal Profile

Minimum 1-5 years of experience in customer support or a related customer-facing role.
Understanding of JavaScript, HTML, and CSS.
Initiative-focused mindset with a self-driven approach.
Strong problem-solving skills and attention to detail.
Strong communication skills, both written and verbal.
Bachelor's degree in a technology-related field.
Experience in the SaaS industry.

Good to Have

Experience in the e-commerce industry.
Exposure to startup environments and flexibility to adapt quickly.

Perks

Annual Leaves
Free lunch and snacks
Annual company retreat
Insurance

Quick apply

About the Role

Key Responsibilities

Ideal Profile

Good to Have

Perks

Jobseeker tools

Employer Tools

Browse

Stay Connected