Job Description

Job Title:

IT Product Support Specialist (Voice & Email)

Department:

Product Support / Customer Success

Location:

Chennai

Experience Required:

1-2 Years

Shift:

Rotational (Including Night Shifts to Support US Clients)

Employment Type:

Full-Time

About the Role

We are seeking a proactive and customer-focused

IT Product Support Specialist

to join our dynamic support team. You will provide

Level 1 support

for our SaaS-based product via

voice and email

, primarily for US-based clients. This role requires excellent communication skills, a problem-solving mindset, and the ability to work in rotational shifts, including nights.

If you're passionate about customer service, enjoy technical problem-solving, and want to grow in a fast-paced, product-focused environment, we'd love to hear from you.

Key Responsibilities

Deliver Level 1 product support via voice, email, and chat. Troubleshoot and resolve issues related to product setup, integration, performance, and functionality. Act as the first point of contact for technical support queries. Maintain detailed documentation of support tickets, troubleshooting steps, and resolutions using tools like JIRA, Zendesk, or Freshdesk. Communicate effectively with US-based clients to ensure high satisfaction. Escalate complex issues to engineering or product teams with thorough documentation. Collaborate with internal QA and development teams to identify, reproduce, and resolve bugs. Contribute to improving internal knowledge bases and support processes. Manage and prioritize tasks in a fast-paced environment, ensuring SLA compliance. Willingness to extend shifts as per business needs.

Required Qualifications

Bachelor's degree in Computer Science, Information Technology, or a related field. 1-2 years of experience in technical or product support, preferably in a SaaS or product-based company. Hands-on experience providing support via voice and email. Familiarity with support ticketing tools (e.g., JIRA, ServiceNow, Zendesk, Freshdesk). Basic understanding of SaaS platforms and web-based applications.

Preferred Qualifications (Nice to Have)

Experience supporting insurance domain or enterprise SaaS platforms. Knowledge of ITIL practices or ITIL Foundation certification. Exposure to software development and product release cycles.

Key Skills

Strong verbal and written communication. Customer-focused mindset with empathy and patience. Solid troubleshooting and problem-solving skills. Experience with incident and problem management. Flexibility to work in rotational shifts including night shifts. Ability to multitask and adapt to shifting priorities.
Job Types: Full-time, Permanent

Pay: ?400,000.00 - ?600,000.00 per year

Benefits:

Health insurance Provident Fund
Schedule:

Rotational shift US shift
Supplemental Pay:

Performance bonus
Experience:

total work: 1 year (Required)
Work Location: In person