Product Support Specialist in India at Jobgether

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Product Support Specialist in India.

This is an excellent opportunity for a customer-focused support professional to join a fast-paced and mission-driven environment supporting innovative technology solutions within the clinical research ecosystem. In this role, you will work closely with customers, project teams, and internal stakeholders to troubleshoot issues, manage support requests, and ensure seamless user experiences across multiple software platforms. You’ll gain exposure to clinical research workflows, enterprise applications, and customer success operations while playing a key role in helping clients maximize the value of the platform. The position combines technical troubleshooting, relationship management, and operational coordination in a collaborative and impact-oriented setting. Ideal candidates are proactive communicators who thrive in dynamic environments and enjoy solving problems while delivering exceptional customer support. This role also offers opportunities to contribute to process improvements, user training, and cross-functional collaboration within a global team.

• Provide product and customer support through email, ticketing systems, phone calls, and virtual meetings while ensuring timely issue resolution and excellent customer experiences.
• Develop expertise in core applications, system integrations, and platform functionalities to effectively assist users and troubleshoot technical issues.
• Collaborate with internal teams including software development, product management, project management, and operations to resolve customer concerns and escalations efficiently.
• Manage and document support activities, customer communications, updates, and issue resolutions within ticketing systems and internal tools.
• Support project onboarding activities by configuring customer portals, managing user access, uploading documents, and assisting with project setup processes.
• Maintain and update support documentation, SOPs, knowledge resources, and process guidelines to improve operational consistency and customer self-service.
• Monitor customer issues proactively, advocate for customer needs during escalations, and coordinate timely follow-ups to ensure successful outcomes.
• Assist with customer training, product demonstrations, onboarding support, and mentoring new team members as needed.

• High school diploma required; college degree or equivalent experience preferred.
• 1–3 years of experience in product support, customer support, technical support, or a related client-facing role.
• Strong troubleshooting and analytical skills with the ability to diagnose and resolve technical issues effectively.
• Excellent written and verbal communication skills, including the ability to manage customer interactions professionally and empathetically.
• Familiarity with Microsoft Office tools including Word, Excel, and PowerPoint.
• Experience with Zendesk, Atlassian JIRA, or other ticketing and support platforms is considered an advantage.
• Ability to manage multiple priorities, work independently, and collaborate effectively in team-oriented and cross-functional environments.
• Strong interpersonal skills, attention to detail, and a proactive, customer-centric mindset.
• Previous experience in the software industry, SaaS environments, or clinical research support is a plus.
• Flexibility to work US shifts and provide support during weekends or public holidays when required.

• Remote work opportunity with flexible collaboration in a global environment.
• Exposure to innovative technology solutions and the clinical research industry.
• Collaborative and inclusive workplace culture focused on learning and professional growth.
• Opportunities to build expertise in enterprise software, customer support operations, and technical troubleshooting.
• Ongoing training, mentorship, and career development support.
• Dynamic team environment with cross-functional collaboration and meaningful work impact.
• Opportunity to contribute to process improvements and customer success initiatives within a rapidly evolving industry.