Production Support Analyst

Responsibilities:

• Provide high-quality customer support via email, chat, and other communication channels, responding to inquiries and troubleshooting issues related to our products.
• Identify and resolve technical issues, guiding customers step by step while ensuring their questions are answered promptly and thoroughly.
• Maintain a customer-first approach, demonstrating patience, empathy, and professionalism in every interaction.
• Document and track customer issues, providing solutions or escalating to the appropriate teams when necessary.
• Educate customers on product features, best practices, and how to make the most of our tools to improve their clinic operations.
• Collaborate with internal teams (e. g., Engineering, Product Management) to address recurring issues or bugs and enhance the customer experience.
• Continuously monitor customer feedback and recommend improvements based on your interactions and observations.

Requirements:

• Strong communication skills (both verbal and written) with a clear, concise, and empathetic approach to customer interactions.
• Problem-solving abilities and the ability to troubleshoot issues efficiently.
• Ability to multitask and handle multiple support requests simultaneously.
• Experience in a customer service or support role, preferably in a software/SaaS environment.
• Bachelor's degree or equivalent.
• Availability to work in the US time zone (10:00 PM to 07:00 AM IST).