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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 current 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 current 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. .