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4 Acads360 Jobs

Customer Support Specialist

5-7 years

₹ 7 - 12L/yr

Ghaziabad

1 vacancy

Customer Support Specialist

Acads360

posted 29d ago

Job Role Insights

Flexible timing

Job Description

Job Description: Customer Support Specialist


Location: Client Location Ghaziabad


Experience: 5-7 years (preferably in a SaaS environment)
Educational Background: Technical education (Bachelors in Computer Science, IT, or related field). Certifications or relevant courses will be an advantage.


Proficiency in English and Hindi are a must for this role.


Job Overview:

We are looking for an experienced Customer Support Specialist to be based at our client location in Ghaziabad. The ideal candidate will be responsible for providing exceptional support to our customers, ensuring smooth usage of our SaaS products. You will act as the primary point of contact for clients, addressing their technical concerns, managing conflicts effectively, and maintaining clear documentation. Proficiency in English and Hindi, coupled with strong interpersonal skills, is essential for success in this role.


Key Responsibilities:

  • Serve as the on-site point of contact for client inquiries and technical support requests.
  • Provide prompt, accurate, and efficient resolution to customer issues, escalating when necessary.
  • Ensure effective communication with clients in both English and Hindi, adapting to varying levels of technical expertise.
  • Analyze and troubleshoot product issues and collaborate with internal teams to resolve complex technical problems.
  • Manage conflict situations with professionalism, ensuring customer satisfaction while protecting company interests.
  • Prepare and maintain comprehensive documentation, including FAQs, troubleshooting guides, and client-specific knowledge bases.
  • Collaborate with the product and development teams to relay client feedback and improve the user experience.
  • Conduct training sessions for clients to maximize product utilization and adoption.
  • Stay updated with product changes and enhancements to provide the best possible support.

Key Skills:

  • Excellent communication skills in English and Hindi (verbal and written).
  • Strong interpersonal skills to build positive relationships with clients.
  • Proven experience in conflict management and problem resolution.
  • Technical troubleshooting and analytical skills.
  • Ability to document processes clearly and concisely.
  • Time management and organizational skills to handle multiple tasks efficiently.

Qualifications:

  • Bachelors degree in Computer Science, Information Technology, or a related field.
  • 5-7 years of relevant experience in customer support, preferably in a SaaS environment.
  • Relevant certifications (e.g., ITIL, customer support certifications) will be an added advantage.
  • Proficiency with ticketing systems, CRM tools, and other customer support platforms is desirable.

Why Join Us?

  • Opportunity to work on cutting-edge SaaS products.
  • Direct interaction with clients, fostering impactful relationships.
  • A dynamic and collaborative work environment that values innovation and client satisfaction.

Employment Type: Full Time, Permanent

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What people at Acads360 are saying

Customer Support Specialist salary at Acads360

reported by 1 employee with 4 years exp.
₹3.6 L/yr - ₹4.6 L/yr
26% less than the average Customer Support Specialist Salary in India
View more details

What Acads360 employees are saying about work life

based on 20 employees
69%
100%
74%
100%
Flexible timing
Monday to Friday
No travel
Day Shift
View more insights

Acads360 Benefits

Team Outings
Work From Home
Soft Skill Training
Health Insurance
Job Training
Free Transport +6 more
View more benefits

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