Technical Support Specialist (l2 Support) Job in Saas Labs

Job Title: Technical Support Specialist (L2 Support)

Location: India Full-Time Remote, NCR, Bengaluru

Shift: Rotational

Job Function: Customer Experience

Employment Type: Full Time

Preferred Experience: 2- 4 years in technical support.

As technical support specialist, you are responsible for deeper issue troubleshooting, documenting technical solutions and providing advice and assistance to internal SaaS Labs employees on diverse customer situations and escalated issues. Your focus is to deliver post-sales support and solutions to our customer base while serving as an advocate for customer needs. This involves resolving post-sales technical concerns regarding the use of and troubleshooting for our product JustCall, Helpwise, etc.

Responsibilities You ll Shoulder

• Act as a bridge between the L1 Support team and the Engineering team
• Second level troubleshooting of the issues raised by L1 agents
• When required escalate tickets with product/engineering team for the same, and connect with the relevant stakeholders to get them to closure
• Work with the Product team to prioritise the issues
• Work with upstream providers to prioritise concerns and get a closure on the same
• Reduce the overall time to resolve for tickets raised as bugs
• Work with CSMs and Product team to help prioritise the feature requests raised by the customers
• Identify repeated problems, and opportunity for technological resolution to avoid future tickets with same concerns
• Review the solutions documentation from technical standpoint and keep it up to date

Skills You ll Need

• Minimum of 2 years of experience in IT Industry preferably working in a customer facing role, preferably with international customers
• Hands-on experience with SQL, HTML, PHP, Javascript
• 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
• Demonstrable ability to handle various tasks or projects with changing priorities.
• Familiarity with support systems like Intercom, Zendesk etc.
• Understanding about CRMs and why businesses use them. Past experience of working with a CRM is a plus