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About the role
We are seeking a detail-oriented and customer-focused Product Support Executive to join our team in Hyderabad. This role involves supporting global customers during pilot, implementation, and post-go-live phases by ensuring smooth product adoption and issue resolution. You will work cross-functionally with internal teams to address client queries, provide timely support, and help maintain a positive customer experience. This is a critical role for individuals who thrive in dynamic environments and are open to working rotational shifts. Key Responsibilities Customer Engagement & Support - Provide first-level support to customers during onboarding, implementation, and post-implementation stages. Product Understanding & Troubleshooting - Maintain a thorough understanding of SmartWinnrs features, updates, and functionality. - Identify and troubleshoot product issues, escalating to the appropriate internal teams when required. Documentation & Process Adherence - Maintain detailed records of customer interactions and resolutions using internal tools. - Follow defined processes for issue tracking, escalation, and communication. Internal Collaboration - Work closely with the product and engineering teams to relay feedback and recurring issues. - Coordinate with the Customer Success team for smooth handovers and ongoing account support. Requirements: Education - Bachelors degree in B.Tech, BCA, B.SC or a related field. Professional Experience - 1-3 years of experience in a customer or product support role, preferably in a SaaS or tech environment. - Experience working in with global clients is an added advantage - Experience & comfortable working in night shifts. Skills & Tools - Robust written and verbal communication skills in English. - Proficiency in Microsoft Office (Excel, Word, PowerPoint) and Google Workspace tools. - Ability to learn and work with web-based platforms and support tools. Personal Attributes - Self-motivated with a high sense of ownership an .