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SmartServ is on a mission to build a powerful AI-powered assistant.

Product Support Engineer

₹3L – ₹6L
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SmartServ is looking for a Product Support Engineer to join our Customer Success team. Strong candidates will have excellent communication skills and not afraid to pick up the phone to get issues resolved. In addition he/she will possess strong logical and critical thinking skills to provide impeccable follow-up and timely status to the customer.

The candidate will work closely with cross-departmental resources to ensure on-time solution to customers.

What you will be doing as a Product Support Engineer at SmartServ:
Respond to and resolve web-based, phone, and email, live chat requests and provide exceptional customer support with product expertise
Responsible for troubleshooting software technical issues
Knowledge management – update the internal and external user knowledge base
Escalate repeat issues to our engineering team using pattern recognition and prioritization
Standard business hours but may require infrequent on-call support for off-hour urgent customer issues. Ability to work a flexible work schedule.

To be successful in this role, you'll need:

2+ years of experience in a customer facing role and managing rollout of enterprise software
Graduate degree a minimum
Team player with excellent communication and organizational skills, and proficiency in excel
Ability to use Freshdesk, Google Docs, Zoom, Goto meetings etc. is a plus
To make decisions and solve problems.
Ability to empathize with customers in a genuine way
Have experience working remotely or with a distributed team
Familiarity with SaaS business models a plus
Willing to work during US business hours

Competitive salary
Stocked kitchen with coffee, tea and daily catered meals
Start up culture and ample opportunities to grow within the organization

SmartServ is creating a one-stop collaboration platform for field service contractors that enables mobile app-driven workforce collaboration. We are empowering field contractors to have more control over their business through industry-standard metrics. No more confounded phone descriptions and intimidating manuals– SmartServ makes it easy for field technicians to have access to information and build upon solutions right from the start.

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