Customer Support Specialist Job in Saas Labs

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