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ROLE PURPOSE To provide timely and effective product support by resolving customer issues, configuring systems and devices, collaborating with cross-functional teams, and delivering a seamless customer support experience . CORE RESPONSIBILITIES - Owns Technical Support & Troubleshooting Provide Level 1 support, troubleshoot issues, and configure products and devices. - Drives Ticket & Escalation Management Manage ticket lifecycle, prioritize issues, and coordinate timely escalations. - Maintains Configuration & Product Excellence Ensure accurate system configurations, documentation, and product knowledge. - Accountable for Customer Support & Cross-functional Collaboration Deliver seamless customer support while partnering with internal teams for effective resolutions. KEY RESPONSIBILITIES - Provide Level 1 technical support for hardware, software, VoIP, and application-related issues. - Configure and manage desk phones, IoT devices, and product settings based on customer requirements. - Analyse operational data and perform system administration through the Admin Portal. - Manage support tickets, coordinate escalations, and ensure SLA compliance. - Handle customer queries via calls, emails, and chats while delivering a high-quality support experience. - Conduct product training for customers and support onboarding of recent team members. - Collaborate with Engineering, Product, Implementation, CSM, Content, and other teams to resolve issues and support integrations. CROSS-FUNCTIONAL COLLABORATIONS - Engineering Identify, report, and resolve bugs and system glitches. - Product Support new feature setup and client-specific requirements. - CSM Set up CSM calls & training sessions for the clients. - Implementation Assist customers with third-party integrations such as GHL, Boxly, and HubSpot. - Content Provide accurate product information and usage details. - CareStack Support Coordinate with the team based on issue type and escalation guidelines. EXPERIENCE - 13 years of experience in Technical Support, Product Support, or SaaS Customer Support. QUALIFICATION - Bachelor's Degree in Engineering, IT, or a related field. SKILLS - Technical troubleshooting & problem-solving.Networking & VoIP fundamentals. - Communication & Stakeholder Management. - Ticketing & SLA management. - Cross-functional collaboration. - Product learning agility. .