Job Description

About Us

We are a leading SaaS company specialising in creating virtual assistants for enterprise organisations. Our solutions integrate with various client-side systems such as HRMS, IT directories (Active Directory), and more. We are looking for a Product Support Agent with a technical background to join our team and provide exceptional support to our clients.

Position Overview

As a Product Support Agent, you will be responsible for understanding our suite of products and assisting clients with technical issues related to system configuration, API integrations, and product usage. You will play a crucial role in troubleshooting problems, making API calls via Postman, and working with both internal and external stakeholders to resolve client issues efficiently.

Key Responsibilities

• Provide high-quality technical support to clients, addressing inquiries, troubleshooting, and resolving issues related to our virtual assistant products.
• Understand our products and their integration with client systems (HRMS, Active Directory, etc.), offering technical guidance and support during implementation and use.
• Use tools such as Postman to test and verify API calls, helping clients troubleshoot API integration issues.
• Identify, analyze, and troubleshoot system configuration problems on the client side
• Collaborate with internal teams (engineering, product management) to escalate and resolve more complex issues.
• Assist in managing communications and expectations with both internal and external stakeholders.
• Help document and improve support processes, ensuring a smooth experience for clients.
• Provide feedback from clients to improve the product and services.

Qualifications

• 2+ years of experience in a technical support or product support role, preferably within a SaaS or tech environment.
• Strong understanding of API integrations and ability to test API calls using Postman or similar tools.
• Basic knowledge of system configuration and common enterprise systems (e.g., HRMS, Active Directory).
• Excellent problem-solving skills with the ability to troubleshoot technical issues across a variety of environments.
• Strong communication skills, with the ability to explain technical issues to non-technical stakeholders.
• Experience with stakeholder management and issue escalation.
• Ability to work both independently and in a team environment.

Nice-to-Have

• Experience in the virtual assistant space or AI-powered solutions.
• Familiarity with common enterprise integrations and API management platforms.