Customer Support Representative

Job Description Product Support Executive

Role Overview

We are looking for a Product Support Executive to provide first-level technical and functional support to resellers using our sales reporting platform. The role will involve understanding and resolving user issues related to application usage, installation, barcode scanning, data uploads, login/access, and application errors.

The candidate will act as the first point of contact for resellers, ensuring issues are properly understood, resolved wherever possible, documented, and escalated to the Development Team when required.

Languages : English, Hindi, (Kannada, Tamil, Telgu.- Add an advantage)

Key Responsibilities

• Provide L1 technical and functional support to resellers through phone and email.
• Assist resellers with new application installation and basic configuration.
• Troubleshoot issues related to:
• Login and access
• Barcode scanning and duplicate barcode errors
• Bulk data uploads
• Application errors and unexpected behavior
• General application usage and navigation
• Understand and reproduce reported issues wherever possible before escalation.
• Identify whether an issue is related to user handling, application configuration, data, or a potential application defect.
• Log and track issues through the internal ticketing system and ensure proper documentation of the resolution.
• Escalate unresolved or application-level defects to the Development Team with clear issue details, screenshots, error messages, and reproduction steps.
• Follow up on escalated issues and communicate updates and resolutions back to the reseller.
• Provide basic product/application training and usage guidance to new and existing resellers.
• Maintain and update support documentation, FAQs, troubleshooting guides, and issue-resolution records.
• Prepare periodic support reports/MIS covering tickets, issue categories, recurring problems, resolutions, and escalations.
• Identify recurring issues and share feedback with the product/development team to improve the user experience.

Required Skills & Competencies

• 0-1 years of experience in Product Support, Application Support, Technical Support, or a similar customer-facing support role.
• Bachelor's degree in any relevant discipline.
• Strong verbal and written English communication skills.
• Strong proficiency in at least one regional language is mandatory.
• Good troubleshooting and problem-solving ability.
• Ability to understand application workflows and explain technical processes in simple terms to non-technical users.
• Good documentation and ticket management skills.
• Comfortable interacting directly with external partners/resellers.
• Basic proficiency in MS Excel and preparation of support reports/MIS.
• Ability to work collaboratively with Development Teams for issue resolution.

Good-to-Have Skills

• Basic SQL knowledge.
• Basic understanding of APIs and application integrations.
• Basic programming/coding knowledge.
• Experience working with web-based business applications.
• Familiarity with application logs, browser troubleshooting,screenshots, and basic diagnostic techniques.

Key Attributes

• Customer-focused and patient when handling user issues.
• Strong ownership and follow-through until issue closure.
• Good attention to detail while capturing and documenting issues.
• Able to prioritize multiple support requests.
• Good analytical and troubleshooting mindset.
• Willingness to learn the product and continuously build application knowledge