Product Support Specialist

Job Summary:

We are looking for a proactive and persuasive Product Support Specialist to join our software development team. This role requires excellent communication skills in English, the ability to handle client queries professionally, and the confidence to guide, explain, and convince clients about product features, updates, and solutions. You will serve as a key point of contact between our company and its clients, ensuring a high level of satisfaction and trust.

Key Responsibilities:

• Respond promptly and professionally to client queries via email, chat, or calls.
• Explain complex software features or issues in clear, easy-to-understand language.
• Convince and guide clients toward optimal product usage, upgrades, and best practices.
• Coordinate with internal teams (development, QA, product).
• Build and maintain strong relationships with clients, ensuring satisfaction and retention.
• Document common issues and create helpful user guides or FAQs.
• Identify opportunities to improve support processes and user experience.
• Track and escalate client concerns or feature requests to the product team.
• Conduct basic product demos or walkthroughs when needed.

Required Skills & Qualifications:

• 6 months experience in client-facing roles such as product support, technical support, or customer success (preferably in a software/SaaS company).
• Excellent verbal and written communication in English.
• Strong interpersonal and persuasion skills – ability to confidently explain and recommend solutions.
• Experience handling customer queries with professionalism and empathy.

Qualifications for System Administrator

• Bachelor's degree in Computer Science, Information Technology, System Administration, or a closely related field, or equivalent experience required
• 6 months experience in a product support role in any IT company. Fresh Graduates can apply as well.
• Working knowledge of Microsoft Office Suite .
• Experience with scripting and automation tools

Job Types: Full-time, Contract
Contract length: 12 months

Work Location: In person