About the Role :

We are hiring a Product Support Specialist to join our global Product Support Team. This role is ideal for a junior professional with prior experience in a technology company who thrives in a fast-paced, customer-facing environment and is eager to grow their skills in product support, documentation, and cross-functional collaboration. Youll be responsible for triaging customer tickets, resolving issues, collaborating with support engineers, and contributing to product documentation and roadmap insights.

Key Responsibilities :

Ticket Triage & Resolution :

- Monitor and manage the Product Support queue using Freshdesk.

- Assign tickets to appropriate internal groups and ensure timely follow-up.

- Respond to and resolve customer inquiries with clarity and professionalism.

- Improve automated and templated workflows to reduce response and resolution times.

Documentation & Adoption :

- Help launch and maintain the new user Resource Center using Confluence, Freshdesk, and Scribe to improve user confidence and product adoption.

- Work with Product Design to assist with the creation of in-app guides using Userpilot.

Cross-Functional Collaboration :

- Work closely with support engineers on escalated issues tracked in Jira.

- Translate customer questions into technical language for engineering teams and vice versa.

- Communicate recurring issues and feedback to product and engineering teams.

Insights & Feedback :

- Identify trends in support tickets to inform future product features and roadmap decisions.

- Provide feedback on internal processes and suggest improvements.

Qualifications :

- 1- 3 years of professional experience in a technology company.

- Strong written and verbal communication skills in English.

- Demonstrated ability to work independently and manage time effectively.

- Experience working cross-functionally and in customer-facing roles.

- Ability to quickly learn new systems and tools.

- Positive attitude, self-starter mindset, and openness to feedback.

Preferred Skills :

- Hands-on experience with Freshdesk, Jira, Scribe, or Userpilot.

- Experience drafting or maintaining product documentation.

- Basic understanding of technical concepts and ability to communicate with engineering teams