Product Support Intern

SarvaGram; Pune District; On-site; INR 112,000 - 223,000; Full time

Job summary

SarvaGram is seeking a Product Support Intern to assist customers and internal teams with product-related queries, issue identification, and day-to-day product operations. You will gain exposure to product support processes, troubleshooting, and product analysis.

You will work closely with Product, Engineering, QA, and Business teams to understand user issues, reproduce problems, and help deliver effective solutions.

Qualifications

• Bachelor's degree in any relevant discipline; fresh graduates welcome.
• Strong analytical and communication skills.
• Interest in product support and fintech processes.

Responsibilities

• Provide first-level support for product and app queries.
• Replicate issues, identify root causes, and update logs.
• Coordinate with Product, Engineering, Support and Operations to resolve issues.
• Document recurring issues and FAQs for training.
• Assist in testing fixes and validating product enhancements.
• Prepare product reports and dashboards.

Skills

Communication

Problem Solving

Web/Mobile Apps Understanding

Excel/Sheets

SQL/APIs/Postman (basic)

Willingness to learn

Documentation

Education

Bachelor's degree in any relevant discipline

Tools

JIRA

Job description

SarvaGram is building India’s first household centric, data led ‘high-tech high-touch’ FinTech platform to meet the growing aspirations of rural India, with a bouquet of financial and productivity enhancing offerings.

We achieve this by offering a suite of customized financial and capacity-building products designed to meet the unique requirements of rural households.

From loans and insurance solutions to innovative services like Farming-as-a-Service (FaaS), we equip rural communities with the tools they need to prosper.

Job Description

DIVERSITY HIRING FOR THIS ROLE

Role Overview

We are looking for a Product Support Intern to assist customers and internal teams with product-related queries, issue identification, troubleshooting, and day-to-day product operations. The role provides exposure to product support, processes, troubleshooting, and product analysis .

Key Responsibilities

• Provide first-level support for product and application-related queries.
• Understand user issues, reproduce problems, and identify possible root causes.
• Log, track, and follow up on product issues and bugs.
• Coordinate with Product, Engineering, Support, and Operations teams for issue resolution.
• Maintain proper documentation of recurring issues, resolutions, and FAQs.
• Monitor product-related tickets and ensure timely follow-up.
• Assist in testing fixes and validating product enhancements.
• Analyse user feedback and identify recurring product issues.
• Support preparation of product reports and operational dashboards.
• Prepare training material and knowledge base content for new features and product releases.
• Escalate critical or unresolved issues to the appropriate team.

Required Skills

• Good communication and problem-solving skills.
• Basic understanding of web/mobile applications.
• Ability to understand and document business and technical issues.
• Basic knowledge of Excel/Google Sheets .
• Basic knowledge of SQL, APIs, or Postman is an advantage.
• Willingness to learn product, technology, and business processes.

Preferred Skills

• Basic understanding of JIRA or any ticketing system
• Exposure to software testing or QA.
• Understanding of fintech/NBFC products and processes is a plus.
• Basic analytical and troubleshooting skills.

What You Will Learn

• End-to-end product support processes.
• Issue management and root-cause analysis.
• Product testing and release validation.
• Working with Product, Technology, QA, and Business teams.
• Customer/user journey and product improvement processes.

Qualifications

Bachelor's degree in any relevant discipline. Students/fresh graduates with strong analytical and communication skills are encouraged to apply.

Key Performance Areas

• Ticket/issue resolution turnaround time
• Accuracy of issue identification
• Quality of documentation
• Follow-up and coordination
• User satisfaction and issue closure

SarvaGram is on a mission to revolutionize financial services for millions in rural India. We're building the nation's first data-driven platform that combines cutting-edge technology with a human touch to unlock financial possibilities for underserved households.

This is your chance to be at the forefront of innovation. Join us and:

• Shape the future of FinTech: We're not just building a product, we're creating a new category. Be a part of defining the future of financial inclusion for rural India.
• Embrace a high-growth, high-impact environment: This is a non-linear growth opportunity. Build a platform used by millions and witness the network effect drive massive scale.
• Tackle real-world challenges: Apply your skills to solve critical problems and directly empower rural communities.
• Craft solutions that touch lives: Develop innovative products used by diverse household members, each with unique needs