About Job

The Associate Product Specialist is an essential role at Growfin.ai, playing a crucial part in delivering exceptional customer support and driving the growth of our product offerings. As a frontline product specialist, you will be the primary point of contact for customers, providing timely and effective solutions to their queries and concerns.

This role provides an excellent opportunity for individuals to develop their problem-solving skills, learn about product workflows, and work collaboratively with cross-functional teams to drive customer satisfaction and product success.

Skills & Qualification

• Strong analytical skills to identify and troubleshoot product issues.

• Effective written and verbal communication skills to engage with customers and stakeholders.

• Strong problem-solving ability and eagerness to learn product workflows.

• Comfortable working in shifts to ensure global coverage across APAC, EMEA, and NA regions.

• Bachelor's degree in Computer Science, Business, or related field.

• 0-1 year of experience in SaaS support or customer-facing roles, with a strong aptitude and communication skills.

• Basic understanding of SQL and data troubleshooting.

• Familiarity with SaaS support tools, such as Freshdesk, Zendesk, or Intercom.

Responsibilities

• Provide frontline product support via email, chat, and call to ensure timely responses to customer queries.

• Acknowledge and respond to customer requests within agreed Service Level Agreements (SLA) timelines.

• Perform initial troubleshooting, validate customer-reported issues, and escalate to Product Specialists or Engineering teams where necessary.

• Document recurring issues and maintain internal knowledge base content to facilitate efficient support and knowledge sharing.

• Monitor and log customer requests to ensure seamless handovers between shifts for global coverage.

• Collaborate with Product Specialists and Engineering teams on bug reproduction and validation to drive product improvements.

• Develop and maintain a deep understanding of product workflows, features, and configurations to provide accurate and effective support.

• Stay up-to-date with product updates, releases, and changes to provide informed support and guidance to customers.

• Continuously evaluate and improve support processes and procedures to enhance customer satisfaction and experience.