Infra.Market - CX Lead Product Support

Your responsibilities:

Senior PSS would be someone who will Work with product, customer experience, and engineering teams to influence and shape the product strategy

drive change for key issues, and prioritize product change requests based on issue volume, users impacted, revenue impact, and other relevant metrics,

Aggregate and analyze user issues using various tools, customer surveys, and queries of all available data sources to gather user insights while delivering the below as well

Provide applications and product support to IM stakeholders

Be the primary point of contact for business as the product SME

Participate in support model design, collecting feedback

Create/Update FAQs on product based on customer issues

Deliver on overall Resolution Rate, Average Response Time, Issue Trends etc. metrics

Understand Product Design and issues and escalate to respective team

Educational Quali- cations:

Bachelor's or Master's degree

What are we looking for:

5+ years of relevant experience in a customer or Technical Support function

Experience in communicating with users on chat/mail/call engagement strategy

Required Language proficiency of Versant 5 level

Professional traits:

Flexible to work in shifts

Clarity of thought and ability to work hard

Escalation and stakeholder management skills

Super motivated, go-getter attitude