Product Support Specialist at HeyMilo AI

Colombo, Western Province, Sri Lanka -

Full Time

Start Date

Immediate

Expiry Date

18 May, 26

Salary

0.0

Posted On

17 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Onboarding, SaaS, Troubleshooting, Email Communication, Intercom, Salesforce, Log Analysis, End-User Training, Product Expertise, Documentation, Process Improvement, KPI Tracking, SLA Management, Product Testing, Multi-tasking

Industry

Software Development

Description

We currently have two shifts open on the team: Part-time (Weekend): 10:30 PM – 6:30 AM and also the evening Shift: 3:30 PM – 10:30 PM Please apply only if you are able to commit to one of the above shift timings. What you'll do As a Product Support Specialist, you will be the first point of contact for our customers, providing prompt and effective support to resolve their issues and ensure they can successfully use the product. You will utilise your in-depth knowledge of the product to troubleshoot and guide customers through solutions, ensuring minimal disruption to their business operations. You will actively document and escalate more complex issues, collaborate with internal teams, and contribute to the continuous improvement of the product by sharing customer feedback and insights. Responsibilities You will be responsible for: Managing day to day customer queries via email, intercom and salesforce Analysing logs, diagnosing and resolving issues encountered by customers Delivering end-user training when required (over webinars and face to face). Becoming a product expert. Maintaining and writing online help articles. Collaborating with internal teams to fine-tune and enhance processes. Engaging with customers to understand specific needs and devising appropriate solutions Successfully tracking and maintaining Support KPIs and SLAs. Testing the product to identify and report issues. Performing testing on newly released features to ensure quality and stability. Experience 2+ years experience in Customer Support, or onboarding, preferably for a SaaS company. Experience delivering end-user training. Experience with Salesforce or a ticketing system would be a bonus. Skills & qualifications An ability to multi-task and effectively manage a number of tasks/projects Excellent English verbal and written communication is mandatory Familiar with AI technology or enterprise solutions is a plus. Perks Global exposure, working with clients from across the globe and from varied industries Fully remote work Competitive pay

Responsibilities

The Product Support Specialist acts as the primary contact for customers, providing prompt and effective support to resolve issues using in-depth product knowledge. Responsibilities include managing customer queries via email, intercom, and Salesforce, analyzing logs, delivering training, and maintaining support documentation.