BriefCase
BriefCase

Customer Support Specialist Job in Saas Labs

Customer Support Specialist

Saas Labs 4+ weeks ago
Apply Now
Job Summary

Job Title: Customer Support Specialist

Location: India Full-Time Remote, NCR, Bengaluru

Shift: Rotational

Job Function: Customer Support

Employment Type: Full Time

Preferred Experience: Minimum of 2 years of experience in IT Industry preferably working in a customer facing role, preferably with international customers.


Responsibilities You ll Shoulder

  • Handling complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product related technical issues experienced by customers
  • Collaborating with fellow support colleagues and other internal organizations to provide superior customer service
  • Acting as a customer advocate by working directly with customers on high priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements.
  • Anticipating customer needs and effectively addressing concerns related to their issue or resolution
  • Providing direct technical assistance to customers via phone, email, chat, and tickets.
  • Ensure that the chat and ticket SLAs are honoured.
  • Proactively identify the cases that require escalation, technically or strategically, escalate accordingly


Skills You ll Need

  • Minimum of 2 years of experience in IT Industry preferably working in a customer facing role, preferably with international customers
  • Advanced level proficiency in written and spoken English
  • Hands-on experience in narrowing down the reported problem into accurate issue, and identification of the root cause
  • Expertise in finding creative solutions to effectively address customer concerns
  • Proficient to ensure customer issues are resolved in the most timely and effective manner possible
  • Questioning skills /probing skills, as relevant to the issue.
  • Ability to empathize and work with customers in real-time to resolve issues..
  • Demonstrable ability to handle various tasks or projects with changing priorities.
  • Familiarity with chat support systems like Intercom, Zendesk etc.
  • Understanding about CRMs and why businesses use them. Past experience of working with a CRM is a plus
Experience Required :

2 to 5 Years

Vacancy :

2 - 4 Hires

Similar Jobs for you

See more recommended jobs