Product Support Specialist

ABOUT SUPEROPS

SuperOps is a SaaS startup empowering IT service providers and IT teams around the world with technology that is cutting-edge, future-ready, and powered by AI. We are backed by marquee investors like Addition, March Capital, Matrix Partners India, Elevation Capital, and Tanglin Venture Partners. Founded by Arvind Parthiban, a serial entrepreneur, and Jayakumar Karumbasalam, a veteran in the IT space, SuperOps is built on the back of a team of engineers, product architects, designers, and AI experts, who want to reshape the world of IT.

Now we have taken on a market that is plagued by legacy solutions and subpar experiences. The potential to do something great is immense. So if you love to grow, be part of a kickass team that inspires you to do more, and make an everlasting mark in the world of IT, SuperOps is the place to be.We also believe that the journey is as important as the destination. We want to build the best products out there and have fun while doing so. So come, be part of our A-star team of superheroes.

About the Role

We are seeking a proactive and customer-focused Product Support Specialist to join our fast-paced team in Chennai. You'll collaborate closely with Product, Engineering, and Customer Success teams to resolve technical challenges, gather user feedback, and contribute to a seamless support experience. Your insights will play a key role in improving customer satisfaction and shaping the overall product experience.

Title:- Product Support Specialist

Location: Chennai (In-office)

Shift: Rotational Shift

Responsibilities

As a Product Specialist, your responsibilities will include:

• Guiding Users Effectively: Provide clear troubleshooting steps and regular updates to build trust and foster positive relationships with users.
• Addressing Technical Challenges: Diagnose and resolve product-related issues to ensure a seamless user experience.
• Ensuring Efficient Problem Resolution: Collaborate with engineering teams to identify and fix product bugs. Perform thorough functionality testing to prevent adverse impacts on end users.
• Documenting and Sharing Knowledge: Maintain support resources to empower both customers and internal teams.
• Contributing to Team Success: Participate in regular team meetings, share insights, and contribute to product improvements.

Typical Support Responsibilities

• Respond promptly, courteously, and effectively to customer inquiries via chat, email, and phone.
• Excel in debugging and troubleshooting complex issues.
• Escalate complex problems to higher-level support or development teams when necessary.
• Actively address and resolve customer concerns to ensure satisfaction.
• IT Infrastructure Monitoring: Have a basic understanding of IT infrastructure monitoring tools to proactively identify and resolve potential issues before they affect customers. This is a must-have qualification, as the product revolves around IT infrastructure.
• Troubleshooting Windows and macOS Systems: Provide expert-level support for Windows and macOS, resolving hardware and software issues efficiently.
• IT Network Troubleshooting (Advantageous): Experience in diagnosing and resolving IT network issues is an asset for handling connectivity and network-related challenges.
• Scripting Knowledge (Advantageous): Knowledge of shell, bat, or PowerShell scripting is a plus, as it can be used to automate routine tasks and enhance support processes.

Qualifications

To excel in this role, you should have:

• 2-5 years of proven experience in technical support and customer service.
• Strong technical aptitude and a passion for problem-solving.
• Excellent written and verbal communication skills.
• Familiarity with IT infrastructure monitoring tools (ITSM).
• Proficiency in troubleshooting Windows and macOS systems.
• Knowledge of shell, batch, or PowerShell scripting (advantageous).
• Experience in diagnosing and resolving IT network issues (advantageous).