Product Support Analyst

Bangalore, India

What is 4CRisk.ai

4CRisk is an AI start-up uniquely positioned to identify and solve the annual $300 billion Risk and Compliance problem for banks, non-bank financial institutions and FinTech companies. Our mission is to help our customers protect brand value and strengthen revenues by reducing risk and cost of compliance. At 4CRisk, technology, data, UI, and products have all been conceived with a customer-centric approach. We believe ‘Culture trumps aptitude’.
Our Engineering center (4CRisk.ai Software Private Ltd.) in Bangalore, India is looking for bright and passionate candidates who share our vision and wish to be part of a team of talented professionals.

Position Summary:

As a Product Support Analyst for 4CRisk.ai, you will be the frontline technical expert for our customers, helping them resolve issues and maximize the value of our product. Your role involves troubleshooting, understanding product features, and collaborating with cross-functional teams to ensure a seamless user experience. You will work closely with clients, providing proactive and reactive support, documenting solutions, and contributing to product improvement.

Key Responsibilities:

Customer Support:

Respond promptly to customer inquiries and issues via email, chat, and phone.
Diagnose and troubleshoot technical issues, guiding customers through resolutions and ensuring high customer satisfaction.
Identify recurring issues and escalate to the appropriate teams for resolution.

Product Expertise:

Develop a deep understanding of our product’s features, functionality, and architecture.
Document and update knowledge base articles, user guides, and FAQs to aid customers in self-service solutions.

Collaboration:

Work closely with engineering, product, and QA teams to resolve complex technical issues.
Communicate customer feedback to product teams to influence new features and improve user experience.
Participate in team meetings to discuss ongoing challenges, process improvements, and product enhancements.

Problem Analysis and Reporting:

Analyze trends in customer inquiries and report issues and enhancement opportunities.
Track and document all support requests and interactions in a CRM or ticketing system to ensure a complete support history.

Training and Development:

Conduct product training for new customers and internal staff as needed.
Stay updated with product changes, new features, and best practices to provide informed support.

Requirements:

Bachelor’s degree in Computer Science, Information Technology, or related field.
4-10+ years of experience in product support or technical support, preferably with SaaS products.
Strong analytical and problem-solving skills. Exposure to Python/Django is must.
Excellent verbal and written communication skills and flexible with the shift timings.
Familiarity with CRM or ticketing systems (e.g., JIRA).
Ability to work independently, manage multiple priorities, and remain calm under pressure.

Location:

Bangalore, India

We are a start-up of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, and community to help guide us as we build a better the company together. Every voice, every perspective matter. That is why we’re proud to be an equal opportunity employer. We do not discriminate based on race, colour, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information.
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