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
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nCORE RESPONSIBILITIES
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- 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.n

nKEY RESPONSIBILITIES
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- 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 queries via calls, emails, and chats while delivering a high-quality support experience.n
- Conduct product training for customers and support onboarding of new team members.n
- Collaborate with Engineering, Product, Implementation, CSM, Content, and other teams to resolve issues and support integrations.n

nCROSS-FUNCTIONAL COLLABORATIONS
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- Engineering – Identify, report, and resolve bugs and system glitches.n
- Product – Support recent feature setup and client-specific requirements.n
- CSM – Set up CSM calls & training sessions for the clients.n
- Implementation – Assist customers with third-party integrations such as GHL, Boxly, and HubSpot.n
- Content – Provide accurate product information and usage details.n
- CareStack Suppor

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