Job DescriptionROLE PURPOSE NTo provide timely and effective product support by resolving customer issues, configuring systems and devices, collaborating with cross-functional teams, and delivering a seamless customer support experience N.nCORE RESPONSIBILITIES Nn Owns Technical Support & Troubleshooting – Provide Level 1 support, troubleshoot issues, and configure products and devices. N Drives Ticket & Escalation Management – Manage ticket lifecycle, prioritize issues, and coordinate timely escalations. N Maintains Configuration& Product Excellence – Ensure accurate system configurations, documentation, and product knowledge. N Accountable for Customer Support & Cross-functional Collaboration – Deliver seamless customer support while partnering with internal teams for effective resolutions. NnKEY RESPONSIBILITIES Nn Provide Level 1 technical support for hardware, software, VoIP, and application-related issues. N Configure and manage desk phones, IoT devices, and product settings based on customer requirements. N Analyse operational data and perform system administration through the Admin Portal. N Manage support tickets,coordinate escalations, and ensure SLA compliance. N Handle customer queriesvia calls, emails,



and chats while delivering a high-quality support experience. N Conduct product training for customers and support onboarding of current team members. N Collaborate with Engineering, Product, Implementation, CSM, Content, and other teams to resolve issues and support integrations. NnCROSS-FUNCTIONAL COLLABORATIONS Nn Engineering – Identify, report, and resolve bugs and system glitches. N Product – Support new feature setup and client-specific requirements. N CSM – Set up CSM calls & training sessions for the clients. N Implementation – Assistcustomers with third-party integrations such as GHL, Boxly, and HubSpot. N Content – Provide accurate product information and usage details. N CareStack Support – Coordinate with the team based on issue type and escalation guidelines. NnEXPERIENCEn N 1–3 years of experiencein Technical Support, Product Support, or SaaS Customer Support. NnQUALIFICATIONn N Bachelor's Degree in Engineering, IT, or a related field. NnSKILLSnnTechnical troubleshooting & problem-solving.Networking & VoIP fundamentals. N Communication & Stakeholder Management. N Ticketing & SLA management. N Cross-functional collaboration. N Product learning agility. N

📌 Associate - Product Support (Thiruvananthapuram)
🏢 VoiceStack
📍 Thiruvananthapuram