Role Overview

We are seeking a highly motivated Product Support
Specialist to join our growing team. This frontline support role is
responsible for assisting merchant users as they navigate through the
chargeback management process and utilize our proprietary platform.

You will provide direct support to clients by helping them
understand portal workflows, assisting with navigation issues, resolving
general platform queries, and ensuring a smooth, efficient user experience.
Strong communication skills, quick learning ability, adaptability, and a
client-first attitude is critical for success in this role.

This is an exciting opportunity for individuals who are
passionate about client service, product support, and becoming an expert in the
chargeback management journey.

Key Responsibilities

- Assist
merchant users in navigating the chargeback process through our platform.

- Provide
Tier 1 frontline support through tickets, emails, chats, and calls for
product and navigation-related inquiries.

- Help
clients resolve challenges related to portal functionality, workflow
navigation, and usage best practices.

- Triage
incoming tickets and categorize them appropriately (Product, Operations,
IT-related).

- Escalate
more complex technical issues to internal teams following standard
escalation workflows.

- Maintain
accurate and thorough documentation of client interactions and
resolutions.

- Continuously
stay updated on platform enhancements, recent features, and process changes.

- Update
and contribute to internal knowledge base resources based on new
learnings.





- Manage
escalations and pressure situations professionally, ensuring irate or
concerned clients are handled empathically and effectively.

- Meet
and exceed SLAs, KPIs, and CSAT targets.

Key Result Areas (KRAs)

- Efficient
and accurate support for portal navigation and platform functionality.

- First-level
resolution of client queries related to chargeback workflows.

- Timely
escalation of complex issues to relevant teams.

- High
client satisfaction through effective communication and support delivery.

Requirements

Qualifications & Requirements

- Bachelor's
degree in any discipline.

- 4-8
years of experience in customer support, product support, client services,
and/or helpdesk roles (preferably supporting a technology platform).

- Excellent
verbal and written communication skills, with strong ability to understand
and assist US-based clients.

- Ability
to quickly grasp platform workflows and explain them clearly to users.

- Familiarity
with ticketing systems and escalation workflows.

- Strong
attention to detail, multitasking skills, and client empathy.

- Ability
to handle pressure situations and escalations calmly and professionally.

- Comfortable
working US daytime hours and weekends, as required.

Preferred Skills

- Prior
experience supporting clients using technology or workflow platforms.

- Familiarity
with chargebacks, payment disputes, or merchant-facing financial
technology.

- Experience
working in fast-paced support environments focused on customer success.

📌 Product Support Specialist (Chennai)
🏢 Important Business
📍 Chennai