Product Support Associate in India at Jobgether

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

This role is focused on delivering high-quality technical and customer support for digital products and services in a fast-paced, always-on environment. You will act as the first point of contact for customers, helping them troubleshoot issues across domains such as web hosting, DNS, email configuration, and CMS platforms. The position requires strong problem-solving skills, technical curiosity, and the ability to guide users through complex issues in a clear and empathetic manner. You will work across multiple communication channels including chat, email, and phone, ensuring timely resolution and a seamless customer experience. The role also involves testing products, identifying bugs, and collaborating with internal teams to improve system performance and service quality. This is a highly dynamic support environment operating in rotational shifts, ideal for candidates who thrive in customer-centric technical role

• Serve as the primary point of contact for customers, diagnosing and resolving technical issues across products and services.
• Handle customer interactions via calls, emails, and chat while ensuring timely and effective resolution of concerns.
• Troubleshoot and analyze issues related to domains, web hosting, DNS, email servers, and CMS platforms such as WordPress.
• Escalate complex technical or service-related issues and follow up to ensure complete resolution.
• Test and analyze existing and upcoming products to identify bugs, usability issues, and improvement opportunities.
• Collaborate with internal teams to report issues, support fixes, and enhance product performance.
• Contribute ideas to improve customer experience, internal processes, and operational efficiency.
• Work in rotational shifts as part of a 24/7 global support environment.

• Bachelor’s degree in Engineering, Computer Science, IT, or a related field preferred.
• Strong understanding of basic networking concepts, including DNS, web hosting, and email protocols (IMAP, POP, SMTP).
• Familiarity with operating systems such as Windows and Linux, and basic server concepts.
• Knowledge of CMS platforms like WordPress and tools such as cPanel or Plesk is an advantage.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent communication skills with the ability to explain technical concepts in simple terms.
• Strong customer service orientation with empathy and patience in handling client issues.
• Highly motivated, adaptable, and eager to learn new technologies and tools.
• Ability to work effectively in a fast-paced, rotational shift environment.

• Flexible work environment options including remote, hybrid, or office-based setups.
• Comprehensive health insurance coverage with access to leading providers.
• Education and certification sponsorship programs to support continuous learning.
• Flexible leave policies supporting work-life balance.
• Inclusive and diverse workplace culture with employee affinity groups and engagement programs.
• Strong focus on career growth, internal mobility, and professional development.
• Supportive environment emphasizing well-being, collaboration, and employee recognition.