Lead Technical Customer Support || Remote

Job overview:

1. As a Technical Customer Support expert, you will be responsible for assisting

customers with their queries, diagnosing and resolving complex technical issues,

ensuring a high level of customer satisfaction.

2. Your role involves direct communication with customers through various channels

like live chat, slack and call if required providing clear and concise assistance.

3. You must possess an in-depth understanding of the company's products or

services to offer accurate and effective support.

4. This role requires staying current with the latest technology trends about cold

emailing and product updates to continually enhance your knowledge and skills.

Key responsibilities:

1. Promptly resolve customer inquiries and problems, ensuring high satisfaction

levels.

Provide timely assistance through live chat and Slack community, maintaining active

and effective communication.

2. Engage daily with the engineering team to stay aligned on product updates and

customer feedback.

3. Aggregating common questions users ask into the Help desk with thorough

guides/videos/articles on how to solve a particular problem or how to achieve a

certain outcome

4. Should take ownership of the tickets that you create and follow-up with the

Engineering team and Customer until the issue is resolved.

5. Collect feature requests from customers and update it in the Linear.

Customer satisfaction rating must be more than 90% on a monthly basis.

Qualifications:

1. Should be flexible to work in any shift including night shift (shift will change every 3

months)

2. Previous experience with SaaS chat support

3. Understanding of how cold email campaign writing and creating works.

4. Excellent communication and collaboration skills, with the ability to work effectively

in a team-oriented, fast-paced environment.Provided support via live chat and

Gmeet if required.

5. Ability to multi-task and work efficiently in a fast paced environment.