Product Service Associate · Mohali

PluginLive Technologies is seeking a dedicated Product Service Associate to deliver exceptional technical and operational assistance to clients utilizing our software solutions.

Key Responsibilities

• Handle incoming customer queries regarding software features, functionality, and configurations.
• Troubleshoot technical issues reported by users and provide prompt, effective resolutions.
• Log and track customer support tickets within the internal CRM platform systematically.
• Collaborate with engineering and product teams to report recurring bugs and system defects.
• Guide clients through product onboarding, basic walkthroughs, and system workflows.
• Maintain comprehensive documentation of customer interactions, issues, and troubleshooting steps.
• Verify software updates and patch releases to ensure client issues have been resolved.
• Escalate unresolved or critical product defects to senior technical support staff as appropriate.
• Follow up proactively with clients to ensure total satisfaction after issue resolution.
• Gather client feedback and relay product improvement suggestions to the product development team.
• Participate in team meetings to review support metrics and identify service enhancement opportunities.