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.
