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 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. N

nCROSS-FUNCTIONAL COLLABORATIONS
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Engineering – Identify, report, and resolve bugs and system glitches. N
Product – Support current 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

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