Product Support Specialist

This role is for one of the Weekday's clients Salary range: Rs 300000 - Rs 1000000 (ie INR 3 - 10 LPA) Min Experience: 4 years

Location: Chennai

JobType: full-time

We seek a Product Support Specialist who is both customer-oriented and technically proficient to deliver exceptional product and technical assistance to customers worldwide. This position requires diagnosing complex problems, advising customers on best practices, and ensuring a smooth product experience. The ideal candidate will possess strong technical skills coupled with excellent communication abilities and a high degree of accountability. You will collaborate closely with cross-functional teams including Engineering, Product, Sales, and Customer Success to address issues and enhance overall customer satisfaction.

Requirements Key Responsibilities: Customer Support & Issue Resolution:

• Identify, reproduce, and resolve product and technical problems
• Provide timely, high-quality support to customers around the globe
• Communicate technical information clearly in a customer-friendly manner

Cross-functional Collaboration:

• Partner closely with Engineering, Product, Sales, and Customer Success teams
• Serve as a bridge to enhance product experience and customer satisfaction

Product Expertise & Guidance:

• Build extensive product knowledge to serve as a subject matter expert
• Offer best practices and practical "how-to" advice to customers
• Gain insight into customer needs beyond immediate issues

Documentation & Training:

• Develop and update help articles, documentation, and guides
• Lead product training sessions to empower customers

Implementation Support:

• Support customer onboarding, implementation, and integrations
• Assist in platform configuration to meet customer requirements
• Collaborate with implementation teams to ensure a successful program launch

Required Skills:

• Over 4 years of experience in Product Support, Technical Support, SaaS Implementation, or Technical Account Management
• Strong skills in troubleshooting and problem resolution
• Excellent verbal and written communication abilities
• Capability to support global customers in a fast-paced environment
• A customer-first approach with a strong sense of ownership
• Basic knowledge of SaaS architecture
• Familiarity with SSO (Single Sign-On), APIs, and SFTP is advantageous
• Experience using CRM or support tools
• Proficiency with documentation tools and ticketing systems
• Background in supporting enterprise SaaS products
• Exposure to HR Tech or employee engagement platforms
• Experience collaborating with global teams and working with US clients

Skills Product Support

SaaS