Job Description

1. Job Purpose

The

Product Support & Training Executive

is responsible for ensuring smooth onboarding, training, and support for clients using Wilyer's software solutions.
The role involves conducting product demos, providing on-call and remote support, and maintaining high customer satisfaction through effective communication and product knowledge.

. Key Responsibilities

Product Demonstration & Training

Conduct online/offline

product demos

for potential and existing clients. Provide

training sessions

to users on software functionality, usage, and updates. Prepare

training materials

, presentations, and FAQs for internal and client use.

Customer Support & Issue Resolution

Handle customer queries via calls, emails, or chat with professionalism and accuracy. Troubleshoot product issues and coordinate with the technical team for quick resolution. Maintain records of support cases and ensure timely follow-up until closure.

Product Knowledge & Documentation

Maintain a thorough understanding of the company's software products and updates. Prepare

user manuals

,

knowledge base documents

, and

video tutorials

as needed. Share client feedback and improvement suggestions with the product team.

Customer Success & Relationship Management

Ensure a smooth client onboarding experience. Build strong relationships with customers to improve retention and satisfaction. Track customer usage and ensure they gain maximum value from the product.

Reporting & Coordination

Maintain detailed logs of support calls, training sessions, and customer queries. Provide weekly and monthly reports on customer issues, resolutions, and feedback. Collaborate with internal departments for process improvement and feature requests.

3. Key Performance Indicators (KPIs)

AreaKPI

Product Training

Number of product demos & training sessions conducted

Customer Support

Average resolution time for customer issues

Customer Satisfaction

Feedback score / CSAT rating

Knowledge Management

Quality and accuracy of documentation / training materials

Retention

Customer renewal & engagement rate

4. Qualifications & Skills

Education:

Bachelor's degree in Computer Science, IT, Business, or related field. Technical background preferred but not mandatory.

Skills:

Strong communication & presentation skills Basic understanding of software / web-based platforms Customer-oriented attitude with problem-solving mindset Ability to conduct product demos and explain technical concepts simply Proficiency in MS Office, Google Suite, and CRM tools
Job Types: Full-time, Permanent

Pay: ₹15,000.00 - ₹25,000.00 per year

Benefits:

Health insurance Paid sick time Paid time off Provident Fund
Work Location: In person