Senior Product Support Engineer

Roles & Responsibilities:

• Taking ownership of customer issues reported and seeing problems through to resolution.
• Researching, diagnosing, troubleshooting and identifying solutions to resolve customer issues in using LeadSquared.
• Ask customers targeted questions to quickly understand the root of the problem.
• Resolving all customer issues in time bound manner. Comply with the SLA for issue resolution.
• Onboarding new customers: Providing Admin and User trainings e.t.c (over web and in-person).
• Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue.
• Work closely with technical teams to enhance the quality of existing products.
• Manage and monitor customers’ expectations.
• Help in keeping customers extremely satisfied and thereby contributing to customer retention.

Key Requirements:

• 1+ years of experience in supporting we...