OZ OUTSOURCING PVT LTD is seeking a Product Support Analyst to join their team in Chandigarh. This role involves supporting the Australian customer-facing team and requires a strong understanding of the transIT Connect platform, a transport management SaaS solution.

Responsibilities

• Learn the transIT Connect product in detail across web and mobile workflows.
• Handle support tickets, user queries, and product questions.
• Assist with customer onboarding tasks and go-live preparation.
• Prepare and clean customer data for import.
• Support demo environment setup and sample data preparation.
• Help run virtual user training sessions where required.
• Create and update knowledge base articles, user guides, and FAQs.
• Reproduce customer issues and document them clearly for QA/dev teams.
• Track onboarding tasks and customer support follow-ups.
• Support release notes, product updates, and internal training material.
• Work with the Australian customer lead to prepare for demos, training, and onboarding calls.

Requirements

• 3–5 years in SaaS product support, application support, customer support, or customer onboarding.
• Experience supporting business software users.
• Experience working with Australian, UK, or US customers.
• Strong written and spoken English.
• Comfortable joining customer calls when required.
• Good spreadsheet skills for data cleanup and import preparation.
• Ability to understand workflows and explain steps clearly.
• Experience using ticketing tools, Trello/Jira, CRM, or helpdesk systems.

Good to Have

• Experience with logistics, transport, fleet management, or ERP software.
• Experience creating knowledge base articles or user guides.
• Basic understanding of software QA or bug reporting.