Product Support Executive

• Provide end-to-end technical support to customers via Chat, Email, and Phone.
• Troubleshoot and resolve customer queries/problems with our Products or Solutions.
• Communicate best practices to customers to help achieve maximum value from our Products.
• Collaborate with cross-functional teams, like Sales, Pre-Sales, and Engineering, to address customer needs and improve product solutions.
• Share customer feedback with the Engineering team to improve our Products.
• Keep customers updated on their issue status and resolution progress.
• Ensure SLAs are honored, and KPIs are met.
• Proactively identify and report cases that require escalation.
• Help improve Product documentation for internal and external use.

• Minimum 1 year of Support experience (in Product/Application support preferred).
• Experience with Technical Support via Chat, Email, or Phone.
• Hands-on working experience in at least one - Android / iOS / Windows / Linux / MacOS platform.
• Willingness to work in a dynamic 24/5 work environment.
• Excellent communication skills and a customer-focused mindset.
• Strong problem-solving skills and the ability to troubleshoot complex technical issues.
• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Quick learner with a passion for learning technology.
• Ability to handle multiple tickets and tasks simultaneously.

Desired Skills:

• Ability to thrive in a fast-paced environment with lots of technical variety.
• Experience with MDM/UEM products or similar technologies is an added advantage.
• IT Technical Certifications on any technology to showcase expertise will add value.
• Experience with ticketing platforms or similar tools like Zendesk, Salesforce, ClickUp.