Product Support Associate
This role is perfect for a highly motivated and customer-focused individual who is eager to start their career in the fintech SaaS industry. As a Product Support Associate, you'll be the first point of contact for our clients & business teams, helping them navigate and solve day-to-day issues related to our financial lending product. Your primary goal is to provide clear, friendly, and efficient support.
Responsibilities:
● Be a Problem Solver: Answer questions and help the business team with basic technical issues they face while using our product.
● Help and Guide: Provide prompt and accurate assistance to the team via email, chat, or our internal support system.
● Know When to Escalate: Identify and report more complex issues to the senior support or technology teams.
● Keep Things Organized: Log and track all support requests and their resolutions in our system.
● Stay Alert: Watch for any signs of product issues and inform the tech team right away.
Who We're Looking For
● Excellent Communicator: You must be able to explain things clearly and simply, both in writing and speaking.
● A Quick Learner: You should be eager to learn about new product features and technical concepts.
● Customer-Focused: You genuinely enjoy helping people and can handle difficult situations with patience and a positive attitude.
● Team Player: You are willing to collaborate with your team to achieve shared goals.
● Flexible: You are open to working in a support environment and providing coverage on weekends.
Basic Skills Required:
● Proficiency with Excel: Familiarity with basic formulas in Excel is a plus.
● Problem-Solving Mindset: A strong desire to solve problems and find solutions.
● Familiarity with specific ticketing/CRM systems like Jira
● Ability to use Postman collections & API calls.
● Basic Understanding of JSON & APIs
Performance Expectations:
● Daily ticket volume: ~150 tickets.
● Daily email handling: ~20 emails on average.
● Target First Response Time (FRT) : ~ 5mins to 2 hours
● Target Average Handle Time (AHT) or Resolution Time: ~ 4 to 8 mins
● Expected Customer Satisfaction (CSAT) or Quality Score ~ 90%
Skills Required
- Excellent verbal and written communication skills
- Customer-focused with patience and positive attitude
- Problem-solving mindset and eagerness to learn
- Willingness to provide support coverage on weekends
- Familiarity with ticketing/CRM systems (e.g., Jira)
- Ability to use Postman collections and make API calls
- Basic understanding of JSON and APIs
- Proficiency with Excel (basic formulas) — a plus
What We Do
NextHire Consulting is an AI-driven recruiting platform that streamlines the hiring process for companies. By leveraging AI agents for sourcing, screening, and interviewing, the platform enables teams to focus on pre-qualified finalists. It provides data-driven insights into candidate soft skills and behavioral styles, aiming to disrupt traditional recruitment models with efficient, automated, and science-based talent acquisition solutions for businesses of all sizes.
