Technical Customer Support || Remote

Should be flexible to work in night shifts as well, It will be rotational shifts every 3 months.

Working days 5: Mon-Fri and should be flexible to work in Tue-Sat or Thu-sun shift if there is a business requirement.

relevant industries - B2B Saas, Software, Tech start ups

1.As a Technical Customer Support expert, you will be responsible fornassisting 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.
6. Good to have:Cold emailing knowledgePrior Experience of working in a Start-up.Self-
dependent and Quick learner.