Product Implementation & Support Executive

Voyon; Ernakulam; On-site; INR 480,000 - 720,000; Full time

Job summary

Voyon is seeking a proactive Product Implementation & Support Executive to lead end-to-end software implementations, tailor configurations to customer needs, and guide onboarding and training. You will provide ongoing support, troubleshoot issues, and ensure high customer satisfaction while coordinating with cross-functional teams.

The role requires coordinating multiple implementations, maintaining clear documentation, and engaging with customers across domestic and international travel as

Qualifications

• Bachelor's degree in any discipline.
• 1–3 years of experience in software implementation, product support or customer support.
• Knowledge of SaaS products and implementation processes.
• Strong analytical, troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Strong presentation and customer relationship management skills.
• Ability to handle multiple implementation projects and priorities.
• Ability to work independently and in a team.

Responsibilities

• Manage end-to-end product implementation for new customers.
• Understand customer requirements and configure the application accordingly.
• Assist customers during implementation and ensure successful product adoption.
• Provide technical and functional support via phone, email, chat or ticketing systems.
• Diagnose, troubleshoot, and resolve product-related issues within defined SLAs.
• Escalate complex issues and coordinate with internal teams until resolution.
• Collaborate with Product, Development and QA teams to resolve customer issues.
• Document implementation activities, customer interactions, issues and resolutions.
• Create and maintain implementation guides, user manuals and FAQs.
• Gather customer feedback and recommend product improvements.
• Ensure high levels of customer satisfaction throughout the lifecycle.

Skills

End-to-end implementation

Customer support

SaaS applications

Analytical thinking

Communication skills

Project management

Team collaboration

Education

Bachelor's degree

Job description

We are looking for a proactive, customer-focused, and detail-oriented Product Implementation & Support Executive to ensure the successful implementation and adoption of our software solutions. The role involves coordinating product implementations, configuring the application based on customer requirements, providing training and onboarding, troubleshooting product issues, and delivering exceptional post-implementation support. You will work closely with customers and internal teams to ensure a seamless implementation experience and high customer satisfaction.

Key Responsibilities:

• Manage end-to-end product implementation for new customers.
• Understand customer requirements and configure the application accordingly.
• Assist customers during implementation and ensure successful product adoption.
• Provide technical and functional support to customers via phone, email, chat, or ticketing systems.
• Diagnose, troubleshoot, and resolve product-related issues within defined SLAs.
• Escalate complex issues to the relevant internal teams and follow up until resolution.
• Collaborate with Product, Development, and QA teams to resolve customer issues and improve product functionality.
• Document implementation activities, customer interactions, issues, and resolutions accurately.
• Create and maintain implementation guides, user manuals, FAQs, and support documentation.
• Gather customer feedback and recommend product improvements.
• Ensure high levels of customer satisfaction throughout the implementation and support lifecycle.
• Willingness to travel domestically and internationally as required.

Required Skills & Qualifications:

• Bachelors degree in any discipline.
• 1-3 years of experience in software implementation, product support, customer support, or a similar role.
• Good understanding of software products, SaaS applications, and implementation processes.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent verbal and written communication skills.
• Strong presentation and customer relationship management skills.
• Ability to manage multiple implementation projects and priorities simultaneously.
• Ability to work independently as well as collaboratively within a team.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.