The Product Support Specialist plays a vital role in ensuring customers have a seamless experience with a companys 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.