This role is for one of the Weekday's clients

**Salary range: Rs 300000 - Rs 1000000 (ie INR 3 - 10 LPA)

**Min Experience: 4 years

Location: Chennai

JobType: full-time

We seek a Product Support Specialist who is both customer-oriented and technically proficient to deliver exceptional product and technical assistance to customers worldwide. This position requires diagnosing complex problems, advising customers on best practices, and ensuring a smooth product experience. The ideal candidate will possess strong technical skills coupled with excellent communication abilities and a high degree of accountability. You will collaborate closely with cross-functional teams including Engineering, Product, Sales, and Customer Success to address issues and enhance overall customer satisfaction.

Key Responsibilities:

Customer Support & Issue Resolution:

Identify, reproduce, and resolve product and technical problems
Provide timely, high-quality support to customers around the globe
Communicate technical information clearly in a customer-friendly manner

Cross-functional Collaboration:

Partner closely with Engineering, Product, Sales, and Customer Success teams
Serve as a bridge to enhance product experience and customer satisfaction

Product Expertise & Guidance:

Build extensive product knowledge to serve as a subject matter expert
Offer best practices and practical “how-to” advice to customers
Gain insight into customer needs beyond immediate issues

Documentation & Training:

Develop and update help articles, documentation, and guides
Lead product training sessions to empower customers

Implementation Support:

Support customer onboarding, implementation, and integrations
Assist in platform configuration to meet customer requirements
Collaborate with implementation teams to ensure a successful program launch

Required Skills:

Over 4 years of experience in Product Support, Technical Support, SaaS Implementation, or Technical Account Management
Strong skills in troubleshooting and problem resolution
Excellent verbal and written communication abilities
Capability to support global customers in a fast-paced environment
A customer-first approach with a strong sense of ownership
Basic knowledge of SaaS architecture
Familiarity with SSO (Single Sign-On), APIs, and SFTP is advantageous
Experience using CRM or support tools
Proficiency with documentation tools and ticketing systems
Background in supporting enterprise SaaS products
Exposure to HR Tech or employee engagement platforms
Experience collaborating with global teams and working with US clients

Skills

Product Support

SaaS