Product Support Expert

Job Description

Are you passionate about technology, solving problems, and delivering exceptional customer experiences? Join the Inventory Planner by Sage team as a Product Support Expert and play a key role in helping retailers optimize their inventory planning and grow their businesses.

This is an exciting opportunity for someone looking to build a career in the SaaS industry. You'll become an expert in inventory forecasting while providing world-class technical support to our growing customer base. Working closely with teams across the business, you'll gain valuable exposure to how a high-performing software company operates while making a meaningful impact on customer success.

If you're naturally curious, enjoy troubleshooting, and thrive in a collaborative, fast-paced environment, we'd love to hear from you.

Location - 3 days per week out of our Bangalore office.

Key Responsibilities

As a Product Support Expert, you will:

• Deliver exceptional technical support through live chat, email, and screen-sharing sessions.
• Troubleshoot, investigate, and replicate customer-reported product issues to identify root causes.
• Clearly explain product functionality, best practices, and solutions that meet customer business needs.
• Document issues with detailed reproduction steps and technical analysis for internal teams.
• Prioritize and manage time-sensitive support requests, ensuring timely resolution and proactive customer communication.
• Identify recurring trends, product issues, and knowledge gaps, providing valuable feedback to Product, Engineering, and Support teams.
• Maintain accurate customer records and case documentation within support systems.
• Collaborate with cross-functional teams to continuously improve customer outcomes, product adoption, and overall user experience.
• Support strategic projects focused on software enhancements, integrations, and partner solutions.
• Leverage customer insights and product usage data to identify opportunities that support customer growth within the Sage ecosystem.
• Contribute to a collaborative, transparent, and customer-focused team culture while embracing continuous learning and professional development.
• Performance Expectations
  
  

Success in this role includes:

• Consistently achieving monthly support and performance targets.
• Delivering screen-share support sessions when required.
• Maintaining a Customer Satisfaction (CSAT) score of 90% or higher based on support interactions.
• Providing high-quality escalations to Advanced Support and Engineering teams with comprehensive documentation.
• Delivering a true Customer First experience in every interaction.
• Managing support queues efficiently by following FIFO principles while appropriately prioritizing urgent and high-tier cases.
• Providing timely updates and complete resolutions to customer tickets.
• Consistently achieving all Level 1 (L1) Support performance objectives.
  
  

We're looking for someone who is:

• Passionate about technology and delivering exceptional customer service.
• A strong problem solver with excellent analytical and troubleshooting skills.
• An effective communicator who can explain technical concepts clearly to customers.
• Highly organized, detail-oriented, and able to manage multiple priorities.
• Collaborative, adaptable, and committed to continuous improvement.
• Eager to learn new technologies and grow within the SaaS industry.
  
  

Preferred Experience

• Experience supporting SaaS applications.
• Experience with eCommerce platforms such as Shopify, Amazon, or similar marketplaces.
• Knowledge of inventory management, forecasting, or retail operations.
• Previous experience in a customer-facing technical support environment.
• Experience providing technical support via phone, live chat, email, and screen sharing.
• Why Join Us?
  
  

At Sage, you'll be part of a team that values innovation, collaboration, and customer success. You'll have the opportunity to develop in-demand technical skills, work alongside talented professionals across multiple functions, and contribute to solutions that help thousands of businesses succeed. If you're looking for a role where you can learn, grow, and make a real impact, this is the opportunity for you.