Job Description
– Associate – Product Support Department: Product Support Designation: Associate – Product Support

Experience:
0–2 Years Qualification: Bachelor's Degree Employment Type: Full-Time 1. Job Overview We are looking for a customer-focused and enthusiastic Associate – Product Support to join our Product Support team. The candidate will be responsible for providing first-level product assistance to customers, troubleshooting basic product-related queries, and guiding customers on product configurations, particularly in the Letter Management module. The ideal candidate should have good communication skills, proficiency in Microsoft Office and WPS applications, knowledge of letter creation and account letters, and the ability to work with document templates and configurations. Hindi language proficiency is required to support and communicate effectively with customers. 2.

Key Responsibilities
• Provide first-level product support to customers through phone calls, emails, and chat.
• Understand customer queries, troubleshoot basic product issues, and provide appropriate solutions.
• Assist customers with Letter Management modules, including letter creation, configuration, formatting, and template management.
• Support customers in creating and configuring various employee letters, including account letters and other HR-related letters.
• Guide customers on product navigation, features, and configuration-related queries.
• Work with Microsoft Word, Excel, and WPS applications for document creation, formatting, and letter template configuration.
• Utilize the product's Library functionality to manage, access, and configure letter templates and documents.
• Assist customers with document formatting, tables, headers, footers, mail merge, and template customization.
• Communicate with Hindi-speaking customers and provide product assistance in Hindi wherever required.
• Maintain accurate documentation of customer queries,



troubleshooting steps, and resolutions in ticketing/CRM tools.
• Escalate complex technical or product-related issues to senior support teams, Product, or Engineering teams.
• Coordinate with Implementation and internal teams to ensure timely resolution of customer concerns.
• Follow up on open support tickets and ensure timely communication with customers.
• Participate in product training sessions and continuously enhance product knowledge. 3. Required Qualifications Educational Qualification
• Bachelor's degree in any discipline. Technical Skills
• Good working knowledge of Microsoft Office applications, particularly MS Word and Excel.
• Hands-on knowledge of WPS Office for document creation and formatting.
• Knowledge of letter creation, account letters, employee letters, and document template configuration.
• Basic understanding of document formatting, templates, tables, headers, footers, and mail merge.
• Ability to work with document libraries, template management, and configuration tools used for generating employee letters.
• Basic computer knowledge and familiarity with web-based applications.
• Knowledge of ticketing tools such as Freshdesk, Zoho Desk, Zendesk, or Salesforce is an added advantage. Language Skills
• Good verbal and written communication skills in English.
• Proficiency in Hindi is mandatory for customer communication and support.
• Ability to understand customer requirements and explain product functionalities clearly in Hindi and English. Professional Experience




• 0–2 years of experience in Product Support, Customer Service, Technical Support, or a similar role.
• Freshers with good communication and analytical skills are welcome to apply.
• Exposure to SaaS applications, HRMS, or enterprise software will be an added advantage. 4. Essential Competencies
• Strong verbal and written communication skills in English and Hindi.
• Good analytical and logical problem-solving abilities.
• Customer-centric approach with patience and empathy.
• Ability to understand customer requirements and provide effective solutions.
• Positive attention to detail, particularly while handling letter creation, document formatting, and configurations.
• Proficiency in Microsoft Office and WPS applications.
• Willingness to learn new technologies and product functionalities.
• Ability to manage multiple customer queries and prioritize tasks effectively.
• Strong teamwork and coordination skills. 5. Preferred Candidate Profile
• Candidates interested in building a career in Software Product Support.
• Candidates with an aptitude for troubleshooting and customer interaction.
• Candidates comfortable with MS Word, Excel, WPS, and document configuration activities.
• Candidates with knowledge of account letter creation, employee letters, and template management.
• Candidates familiar with Library functionalities and document management.
• Candidates proficient in Hindi and comfortable communicating with customers in Hindi.
• Candidates who demonstrate ownership, accountability, and a proactive approach to resolving customer concerns. 6. Career Opportunity This role offers an opportunity to develop expertise in HRMS products, SaaS applications, customer support operations, letter creation, document configurations, and technical troubleshooting while building a strong foundation for a career in the enterprise software industry.

📌 Associate – Product Support (Bengaluru)
🏢 Greytip Software Private
📍 Bengaluru