Product Support Specialist
Job Description
Role Overview
We are looking for a customer-focused Product Support Specialist who is passionate about problem-solving, delivering exceptional support, and creating meaningful customer experiences. This role involves handling technical product queries, collaborating with internal teams, and ensuring high levels of customer satisfaction and retention.
Key Responsibilities
Customer Support
- Respond to customer queries related to product functionality, technical issues, and defect resolution.
- Perform effective troubleshooting and root cause analysis for reported issues.
- Collaborate closely with backend and technical teams to ensure timely and accurate issue resolution.
- Maintain detailed and accurate ticket logs, documenting actions taken and resolutions provided.
- Follow defined support processes, SLAs, and quality standards to ensure operational efficiency.
- Escalate issues when required, supported by thorough research and solution-oriented analysis.
- Deliver exceptional customer interactions, consistently exceeding service expectations.
Customer Retention
- Ensure high customer satisfaction through proactive support and clear communication.
- Build trust and long-term engagement with customers using Practo’s services.
Desired Candidate Profile
- Experience in handling customer calls and email-based support.
- Excellent command of English (written and verbal).
- Fluency in Hindi and at least one additional regional language.
- Strong logical reasoning, problem-solving skills, and an ownership mindset.
- Ability to multitask and work collaboratively with internal teams.
- Willingness to go the extra mile to deliver outstanding customer support.
- Comfortable working in rotational shifts and from the office, 6 days a week.
Education
- Bachelor’s Degree – Mandatory
Key Skills
Customer Support, Escalation Management, Email Process, Written Communication, Technical Troubleshooting, Customer Retention, Ticket Management, Process Adherence, Stakeholder Coordination