Product Support Specialist for Software Company
Company: The Elite Job
Location: India
Employment Type: FULL_TIME, PART_TIME
Date Posted: 2025-09-04
Valid Through: 2026-09-04
Job Summary
The Elite Job is seeking a motivated and customer-focused Product Support Specialist to join our dynamic team. In this role, you will serve as the primary point of contact for clients, providing expert assistance with our software products, resolving technical issues, and ensuring a seamless user experience. You will work closely with cross-functional teams, including Product Development and Customer Success, to deliver timely solutions and help customers maximize the value of our software. This position is ideal for individuals with strong problem-solving skills, a passion for technology, and a dedication to outstanding customer service.
Key Responsibilities
Provide first-line product and technical support to customers via phone, email, and chat.
Troubleshoot and resolve software issues by replicating customer problems and identifying root causes.
Document and track support requests in the companys ticketing system, ensuring timely follow-up and resolution.
Collaborate with the product and engineering teams to escalate complex issues and suggest product improvements.
Guide customers through product features, configurations, and best practices.
Contribute to knowledge base articles, FAQs, and training materials to improve customer self-service resources.
Maintain a high level of professionalism, empathy, and efficiency in all customer interactions.
Provide feedback from customers to internal teams to support continuous product improvement.
Required Skills and Qualifications
Strong communication skills, both written and verbal, with the ability to explain complex technical concepts clearly.
Proficiency in troubleshooting software applications, preferably within a SaaS or enterprise environment.
Excellent problem-solving and analytical thinking skills.
Ability to work independently while collaborating effectively within a team.
Strong organizational skills and attention to detail.
Customer-first mindset with a commitment to delivering exceptional service.
Experience
Bachelors degree in Computer Science, Information Technology, Business, or a related field (or equivalent experience).
1–3 years of experience in a technical support, product support, or customer service role within the software industry.
Experience working with ticketing systems (e.g., Zendesk, Jira, ServiceNow) is highly desirable.
Knowledge of APIs, databases, or cloud-based technologies is an advantage.
Working Hours
Full-time role with standard working hours, Monday through Friday.
Flexibility may be required to support customers across different time zones.
Occasional after-hours or weekend work may be required during critical product releases or escalations.
Knowledge, Skills, and Abilities
Knowledge of software troubleshooting methodologies and best practices.
Familiarity with operating systems (Windows, macOS, Linux) and web-based applications.
Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
Strong interpersonal skills with the ability to build positive relationships with clients and colleagues.
Continuous learner with an eagerness to stay up to date with emerging technologies.
Benefits
Competitive salary package.
Health, dental, and vision insurance coverage.
Paid time off, holidays, and sick leave.
Professional development and ongoing training opportunities.
Opportunities for career advancement within a growing software company.
Collaborative and inclusive workplace culture.
Why Join The Elite Job?
At The Elite Job, we believe our people are our greatest strength. As a Product Support Specialist, you will play a critical role in shaping the customer experience and contributing directly to the success of our software solutions. You will be joining a company that values innovation, teamwork, and continuous improvement. If you are passionate about technology, thrive in problem-solving, and want to grow in a supportive and dynamic environment, The Elite Job is the place for you.
How to Apply
Interested candidates should submit their resume and a brief cover letter highlighting relevant experience to our HR team.
