Product Support Specialist

Nanonets has a vision to help computers see the world starting with reading
and understanding documents.Machine Learning (ML) is no longer a futuristic
concept—it's a present-day powerhouse transforming the business landscape.
Nanonets is at the forefront of this transformation, offering innovative ML
solutions designed to make document related processes faster than ever before.
From automating data extraction processes to enhancing reconciliation, our
solutions are designed to revolutionize workflows, optimize operations, and
unlock untapped potential for our clients. Our client footprint spans across
brands such as Toyota, Boston Scientific, Bill.com and Entergy to name a few
enabling businesses across a myriad of industries to unlock the potential of
their visual and textual data
We recently announced a series B round of $29 million in funding by Accel and
are backed by the likes of existing investors including Elevation Capital &
YCombinator. This infusion of capital underscores our commitment to driving
innovation and expanding our reach in delivering cutting-edge AI solutions to
businesses worldwide.
Read about the release here:
https://www.forbes.com/sites/davidprosser/2024/03/12/why-enterprises-are-le
arning-to-love-nanonets-automation/?sh=6d79ec8f3ca1
https://techcrunch.com/2024/03/12/nanonets-funding-accel-india/amp/
We’re on a mission to hire the very best and are committed to creating
exceptional employee experiences where everyone is respected and has access
to equal opportunity.

What we’re looking for
(Please note this is an alternate 6-Day working role) :

• Strong experience in a technical/support role, ideally within a SaaS environment.
• Strong technical understanding and experience in working with APIs.
• You are proficient in English (spoken, written, and reading) with strong written and verbal communication skills.
• Proficiency with Zendesk, Intercom, or similar ticketing systems.
• A customer-centric approach, with a knack for empathetic and effective communication.
• Excellent problem-solving skills, comfortable navigating ambiguity in a fast-paced setting.
• Strong written and verbal communication skills, capable of simplifying complex issues for a diverse audience.
• Experience or a strong interest in SaaS products, design, startups, and their user communities.
• A commitment to continuous improvement, always looking for ways to optimize processes and solutions.

What you’ll do

• Taking ownership of customer problems and seeing them through to a resolution. Research, Triage and identify solutions to resolve them.
• Acting as an advanced support tier, tackling complex, product or production-related issues faced by users, especially catering to our customer base in the US & EMEA during their business hours.
• Becoming an Expert on Nanonets AI product, who can expertly navigate and resolve user inquiries ensuring their success with our platform.
• Bridging the gap between our users and internal teams, providing crucial & timely insights to Product, escalating significant bugs to Engineering, and identifying potential churn risks to Sales.
• Contributing to FAQ’s and Knowledge bases (https://docs.nanonets.com/) and Delivering exceptional support through email adopting a customer-first mindset in all interactions.