Technical Support Intern

Position: Technical Support Intern

Role Overview:

We are seeking a Technical Product Support Intern to assist customers with functional and technical queries related to our software product. This role provides hands-on exposure to real-time product support operations, including troubleshooting, customer communication, and collaboration with internal teams.

What You’ll Do:

• Provide product support via email, chat, and phone, ensuring timely and professional resolution of queries.
  
• Troubleshoot functional and technical issues while adhering to defined SLAs and clearly communicating resolutions to users.
  
• Analyze customer concerns to identify root causes and deliver effective solutions.
  
• Follow up with customers to ensure complete resolution and high satisfaction levels.
  
• Maintain accurate records of customer interactions, issues, and resolutions for tracking and reporting.
  
• Use remote desktop tools and monitoring systems to provide real-time assistance when required.
  
• Collaborate with Development, QA, and Product teams to escalate and resolve complex issues.
  
• Prepare periodic reports on support trends, recurring issues, and system performance.
  
• Leverage AI tools and automation platforms to enhance response time and efficiency.
  
• Contribute to knowledge management by creating FAQs, user guides, and improving self-service resources.