We are seeking an experienced and customer-focused Product Support Specialist with hands-on experience in SaaS-based products and platforms. The ideal candidate will be responsible for handling customer queries, troubleshooting product-related issues, providing timely resolutions, and ensuring an excellent customer experience.

This role requires solid customer support, technical troubleshooting, communication, problem-solving, CRM, and ticket management skills, along with the ability to coordinate effectively with product and technical teams.

Key Responsibilities:

- Handle customer queries and product-related issues through calls, emails, and chat support.
- Provide timely and effective resolution to customer concerns and technical issues.
- Understand customer requirements and recommend appropriate product solutions.
- Troubleshoot issues related to SaaS platforms, software products, workflows, and system functionality.
- Escalate complex technical issues to the relevant product or technical teams and ensure timely closure.
- Coordinate with Product, Engineering, and Technical Support teams for issue resolution.
- Maintain accurate records of customer interactions, tickets, escalations, resolutions,



and follow-ups.
- Manage customer issues through CRM and support ticketing systems.
- Ensure high levels of customer satisfaction, service quality, and SLA adherence.
- Conduct regular follow-ups with customers until complete issue resolution.
- Identify recurring product issues and provide feedback for product and process improvements.
- Handle both inbound and outbound customer calls, as required.

Required Qualifications & Experience:

- Bachelors degree in any discipline.
- 2–7 years of experience in Product Support, Customer Support, Technical Support, or SaaS Support.
- Prior experience supporting SaaS-based products or software platforms is strongly preferred.
- Strong understanding of SaaS products, software workflows, and customer support processes.
- Excellent verbal and written communication skills.
- Strong analytical, troubleshooting, and problem-solving abilities.
- Ability to multitask, prioritize customer issues, and work effectively in a fast-paced environment.
- Familiarity with CRM tools, helpdesk software, and support ticketing systems.

📌 Product Support Specialist (SaaS) (Mumbai)
🏢 Lynkit
📍 Mumbai