Product Support Specialist

Karachi, Pakistan
Contracted
Technology Strategy and Solutions
Entry Level
Product Support Specialist

The Product Support Specialist will be instrumental in providing exceptional support and assistance to customers using our products. Their daily responsibilities will involve interacting with customers to resolve product-related issues, collaborating with the product development team to enhance user experience, and maintaining detailed documentation of customer feedback and support activities. This role plays a crucial role in ensuring that our customers have a seamless and positive experience with our products, aligning with our commitment to excellence and customer satisfaction.


DUTIES & RESPONSIBILITIES
  • Provide high-touch support to end-users by identifying, researching, and resolving problems and issues potentially related to all Product ecosystems.
  • Receive issues that are Tier I or II, and create Tier III tickets for the engineering team which the Business Analyst will review before transferring tickets.
  • Ability to clearly understand the customer issue and ability to provide immediate or short-term solutions.
  • Sound analytical, organizational, and planning skills and the ability to achieve multiple teams and customer objectives independently and in a deadline-sensitive fashion.
  • Is a reference point for the entire team on various application topics and can resolve most of the items escalated from the first/second line support.
  • Customer focus, a proven proactive approach, and the ability to understand and define customer needs quickly and effectively.
  • Efficiently respond to customer inquiries via phone, email, chat queues, and ticketing system.
  • Effectively troubleshoot and document cases, and own customer cases until resolution.
  • Identify customer needs and assist customers in the use of product features.
  • Other job-related duties, as assigned by management.
           
KNOWLEDGE & EXPERIENCE

Education:
  • High School Diploma required
  • Bachelor’s degree preferred
Experience:
  • 1+ years of previous experience in any capacity of customer support
  • Previous experience in clinical research or healthcare technology is a plus.
Credentials:
  • N/A
Knowledge and Skills:
  • Strong familiarity with product workflows and capabilities.
  • Strong technical support aptitude.
  • Excellent communication skills and ability to understand complex issues reported.
  • Critical thinking and problem-solving skills.
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