About this role
Position: Technical Support Intern
Location: On-site, Mohali, Punjab
Experience: 0–1 year (Freshers are welcome to apply)
Role Overview:
We are seeking a Technical Product Support Intern to assist customers with functional and technical queries related to our software product. This role provides hands-on exposure to real-time product support operations, including troubleshooting, customer communication, and collaboration with internal teams.
What You’ll Do:
- Provide product support via email, chat, and phone, ensuring timely and professional resolution of queries.
- Troubleshoot functional and technical issues while adhering to defined SLAs and clearly communicating resolutions to users.
- Analyze customer concerns to identify root causes and deliver effective solutions.
- Follow up with customers to ensure complete resolution and high satisfaction levels.
- Maintain accurate records of customer interactions, issues, and resolutions for tracking and reporting.
- Use remote desktop tools and monitoring systems to provide real-time assistance when required.
- Collaborate with Development, QA, and Product teams to escalate and resolve complex issues.
- Prepare periodic reports on support trends, recurring issues, and system performance.
- Leverage AI tools and automation platforms to enhance response time and efficiency.
- Contribute to knowledge management by creating FAQs, user guides, and improving self-service resources.
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