We are seeking a highly motivated and customer-oriented individual to join our Product Support Team. The ideal candidate will be responsible for providing high-quality support to customers, assisting them in resolving product-related issues, and ensuring that they can use the product efficiently. You will serve as the primary point of contact for customers and work cross-functionally with other teams to improve the overall customer experience.

Key Responsibilities:

• Provide timely, accurate, and professional assistance to customers.

• Troubleshoot technical issues, bugs, and problems with the product or service and provide appropriate solutions.

• Collaborate with engineering, product, and other teams to identify and resolve product defects or gaps.

• Educate customers on product features, best practices, and troubleshooting steps to enhance user experience.

• Document and track customer inquiries and issues in a ticketing system to ensure proper resolution.

• Escalate complex issues to higher-level support or engineering teams as necessary.





• Create and maintain customer-facing knowledge base articles, FAQs, and troubleshooting guides.

• Provide feedback and insights from customers to help improve product development and user experience.

• Participate in product testing and quality assurance to identify potential issues before launch.

• Ensure that service level agreements (SLAs) are met, and that customer satisfaction remains high.

• Stay updated on product updates, new features, and industry best practices.

Required Qualifications:

• Bachelor's degree in Computer Science, Information Technology or a related field.

• Proven experience in customer support, technical support, or product support (typically 5-7 years).

• Strong technical aptitude and the ability to troubleshoot and resolve complex product issues.

• Excellent communication skills, both written and verbal.

• Ability to work independently and as part of a team in a rapid-paced environme

📌 Lead Solution Engineer (India)
🏢 IBS Software
📍 India