Product Support Specialist

The Product Support Specialist plays a vital role in ensuring customers have a seamless experience with a company’s products. This position is responsible for providing technical assistance, troubleshooting issues, answering inquiries, and offering guidance on product usage.

Qualifications:

• At least 3 years of e-commerce experience (Shopee and Lazada)
• Inbounding and out bounding of products
• Knows how to do product listing in the platform

Role Description:

Product Support & Troubleshooting:

• Assist customers and users with product-related issues via phone, email, chat, or other communication channels.

Product Knowledge Management:

• Develop and maintain knowledge base articles, FAQs, and product documentation to assist users and internal teams.
• Continuously update and expand personal knowledge of the product and related technologies.
• Provide product training and onboarding to new users or customers

Customer Communication & Relationship Building:

• Communicate effectively with customers to manage expectations, deliver updates, and follow up on open support requests.
• Provide exceptional customer service to ensure a positive user experience and customer satisfaction.
• Maintain a professional demeanor and patience while addressing concerns or technical challenges.

Performance Metrics & Reporting:

• Monitor and report on product performance, customer satisfaction, and issue resolution times.
• Contribute to reports for leadership regarding common product issues, trends, or customer feedback.

Collaboration with Cross-Functional Teams:

• Work closely with product managers, engineers, quality assurance teams, and customer success teams to resolve customer issues and drive product improvements.
• Participate in product development discussions to ensure that customer feedback is integrated into the product lifecycle.