Product Associate

Role Description

This is a full-time on-site Gurugram for Product Support . The Customer Support Executive will be responsible for providing exceptional customer service and technical support to Loop Subscriptions customers. The Customer Support Executive will also ensure customer satisfaction and provide online support primarily through Email and Slack channels.

Responsibilities

• Provide swift resolutions to diverse customer inquiries across 24x5 shifts, ensuring consistent support coverage
• Deliver prompt, high quality & courteous, timely responses/support across all support channels (email, chat, slack, video) Provide outbound video call support to customers as requested
• Utilize internal documentation and develop comprehensive product knowledge to effectively handle general inquiries, integrations, API issues, and other technical troubleshooting for Sprinto
• Proactively identify trends and surface to relevant teams. Report missing knowledge articles, HelpCenter articles, or other required edits to Senior Specialists or Managers
• Stay updated on product developments, policy changes, known issues, user feedback, and comprehensive understanding of the compliance domain, Sprinto product, and supported integrations
• Proactively identify and address outages or critical issues, ensuring timely communication with engineers and managers. Track and report customer feedback to relevant stakeholders for continuous improvement

Qualifications

• Comfortable working in the U.S. time zones [19:00 to 05:00 IST]
• Strong problem-solving skills and attention to detail
• Effective communication skills, both written and verbal
• Technical support skills (HTML/CSS/JS) are a solid plus
• Bachelor's degree in a technology-related field is a plus
• Knowledge in the e-commerce industry is a plus