Production Support Specialist

Role Overview

Position: Product Support Specialist

The Product Support Specialist will act as a product expert and primary point of contact for end users, helping them effectively use the platform to improve productivity, increase business outcomes, and reduce errors. This role requires strong communication skills, problem-solving abilities, and a customer-first mindset.

Key Competencies Required

• Bachelor’s degree (mandatory)

• Willingness to work in shifts

• Excellent written and verbal communication skills

• Active listener with the ability to communicate effectively via email, phone, chat, or Teams

• Strong analytical and problem-solving skills

• High level of accountability, integrity, and time management

• Ability to multitask in a fast-paced environment

• Willingness to learn and adapt quickly, with the ability to think proactively and act fast

• Process-oriented approach with strong problem analysis skills

• Strong team player, ready to support the team in all situations

Roles & Responsibilities

• Act as a product expert, assisting users in effectively using the platform to improve productivity, grow business, and minimize errors

• Interact with end users through chat, email, phone, or Teams

• Serve as the face of the company, helping customers adopt the technology and simplify management of their online and logistics operations

• Respond to user queries promptly with courtesy, accuracy, and professionalism

• Clearly explain the root cause of issues, resolution provided, and next steps, helping build user trust in the product and the organization

• Ask relevant questions to gather accurate information and document details for tracking and resolution

• Track and manage queries by logging tickets, maintaining follow-ups with internal teams, and keeping users informed of progress

• Collaborate closely with internal teams to ensure timely and effective issue resolution

• Stay updated on current technologies and product enhancements

• Maintain transparent and healthy communication with managers and peers

Personal Attributes

1. Positive Attitude – Friendly, professional demeanor that contributes to a positive customer experience

2. Team Player – Works collaboratively with cross-functional teams to deliver seamless support

3. Proactive Mindset – Takes initiative to resolve issues and consistently exceeds customer expectations