Customer Support Executive

Product Support Executive – AI/SaaS Products

Location: Kopar Khairane, Navi Mumbai, Maharashtra

Job Type: Full-Time | Work From Office

Department: Customer Support / Product Operations

Industry: Artificial Intelligence / SaaS / Technology

ABOUT THE ROLE

We are building and launching multiple AI-powered software products designed for businesses, professionals and users across different industries.

We are looking for a Product Support Executive who can understand our software products, communicate clearly with customers, solve day-to-day product-related problems and coordinate with our technical team whenever deeper technical intervention is required.

This is not a conventional BPO/customer-care role focused only on answering calls. You will learn our AI products and act as a bridge between customers and our Product, Operations and Technology teams.

KEY RESPONSIBILITIES

• Handle customer queries through calls, WhatsApp, chat and email.

• Understand our different AI/software products, features and workflows.

• Assist new customers with product onboarding and initial setup.

• Explain software features and processes in simple language.

• Guide customers step-by-step whenever they face difficulty using a product.

• Troubleshoot common software, account and configuration issues.

• Understand whether an issue is caused by user error, configuration, account settings or an actual technical problem.

• Reproduce customer-reported issues wherever possible before escalation.

• Collect screenshots, error details, browser/device information and other details required for technical investigation.

• Resolve known issues independently and escalate genuine technical problems to the appropriate team.

• Follow up with internal teams until customer issues are resolved.

• Keep customers informed about the status and resolution of their issues.

• Maintain proper records of customer queries, issues and resolutions.

• Identify recurring customer problems and report them to Product/Technology teams.

• Collect customer feedback and suggestions for improving our products.

• Help maintain FAQs, troubleshooting guides and internal product documentation.

• Coordinate closely with Product Trainers, Operations and Engineering teams.

• Continuously learn about new products, features and updates.

REQUIRED SKILLS

• Strong Hindi and English communication skills.

• Comfortable communicating with customers through phone, chat, WhatsApp and email.

• Good computer and internet knowledge.

• Comfortable learning new software and AI tools.

• Strong problem-solving and troubleshooting ability.

• Ability to understand a problem before escalating it.

• Patient and professional while dealing with customers.

• Good follow-up and documentation discipline.

• Ability to understand and support multiple software products.

• Willingness to continuously learn as our products evolve.

PREFERRED EXPERIENCE

Candidates with previous experience in SaaS Customer Support, Technical Support, Product Support, Customer Success, Software Support, IT Helpdesk or Technology Operations will be preferred.

Freshers with excellent communication skills, strong computer knowledge and the ability to understand technology quickly may also apply.

IMPORTANT

This is not a conventional customer-care position where every technical question is simply forwarded to another department.

We expect our Product Support Executives to understand the customer's problem, investigate it, resolve known issues independently and escalate genuine technical problems with complete information.

For example, if a customer reports that a feature is not working, the support executive should identify the product, account, feature, device/browser, error and steps that caused the problem before escalating it.

PERFORMANCE WILL BE EVALUATED ON

• Customer response time

• Resolution time

• First-contact resolution

• Customer satisfaction

• Product knowledge

• Quality of communication

• Accuracy of issue diagnosis

• Quality of technical escalations

• Follow-up discipline

• Documentation quality

• Identification of recurring customer problems

CAREER GROWTH

Strong performers can grow into:

Product Support Executive → Senior Product Support → Technical Support / Customer Success → Product Operations → Support Team Lead

We are looking for people who want to understand technology deeply, take ownership of customer problems and grow with a fast-moving AI software company.