Customer Support Specialist

Location: Must be based in Pune or willing to relocate.

Department: Customer Success

Reports To: Customer Support Manager.

Position Overview:

We are looking for a Customer Support Specialist who is passionate about delivering exceptional customer service and thrives in a fast-paced SaaS environment. As a Customer Support Specialist, you will be responsible for handling complex support queries, mentoring junior team members, and collaborating with cross-functional teams to ensure customer satisfaction and success.

Key Responsibilities:

Advanced Customer Support: Handle escalated and complex support issues via email, chat, and phone, providing timely and effective resolutions.
Mentoring and Training: Guide and mentor junior support team members, sharing best practices and assisting with challenging cases.
Ticket Management: Utilize our support tool to prioritize and manage tickets effectively, ensuring prompt follow-up and resolution.
Collaboration with Teams: Work closely with Product, Engineering, and Customer Success teams to troubleshoot issues and provide valuable feedback for product improvements.
Documentation: Create and update knowledge base articles, FAQs, and support documentation to assist customers and enhance self-service resources.
Customer Feedback: Collect and analyze customer feedback, identifying trends and areas for improvement to enhance the customer experience.
Performance Metrics: Monitor support KPIs, such as response time and customer satisfaction scores, and work proactively to achieve targets.

Key Skills and Qualifications:
Bachelor's degree or equivalent experience in Customer Support, Customer Success, or a related field.
4+ years of experience in a customer support role, preferably in a SaaS environment.
Technical Skills: Proficiency in Excel (pivot tables, VLOOKUP, data analysis), SQL (basic queries and data manipulation), and data reporting.
Strong problem-solving and analytical skills with the ability to troubleshoot complex issues using data.
Excellent communication skills, both verbal and written.
Experience with support tools like Zendesk, Freshdesk, or BoldDesk.
Ability to handle high-pressure situations and maintain a customer-first mindset.