Technical Support Representatives (SAAS Support)

Technical Support Representatives (SAAS Support)

Overview: The primary role involves providing excellent customer guidance, troubleshooting complex product issues, and ensuring a seamless experience for our users. The ideal candidates will be well-versed in SaaS tools and adept at working collaboratively with development teams.

Responsibilities:

• Provide Technical and Customer Support via live chat, call, and email platforms.
• Handle customer inquiries regarding product functionality, pricing, and troubleshooting.
• Escalate identified bugs by creating detailed Jira tickets for the development team.
• Collaborate with the team to address customer concerns efficiently.
• Participate in two extended paid training/update sessions per week.
• Maintain documentation and provide feedback for continuous process improvement.

Working Hours (Indian Standard Time):

• Rotational shifts between 3:30 AM IST and 12:30 PM IST.

Qualifications:

• Experience:
• 2+ years of experience in technical support role (required).
• Background in SaaS companies (required)
• Background in product support role.(good to have)
  
  
• Skills:
• Familiarity with tools such as Intercom, Jira, Tableau, Slack, and Backoffice systems.
• Strong troubleshooting skills with both basic and complex technical issues.
• Coding experience is a plus.
• Proven ability to work with Dev teams and remote teams.
  
  
• Soft Skills:
• Excellent communication and interpersonal skills.
• Ability to work independently and collaboratively.
• Detail-oriented and customer-focused.

Job Type : Contract job of one year ( May gets extendable based on the performance)

Location : Bangalore, HBR layout

Rotational shifts between 3:30 AM IST and 12:30 PM IST.