Minimum of 3 to 5 years of experience in Support operation framework.
Respond to customer inquiries via email, chat, and phone, providing prompt and accurate solutions to technical issues related to our SaaS products.
Maintain detailed documentation of customer interactions, support tickets, and resolutions in our ticketing system.
Monitor system performance and alerts, proactively identifying potential issues before they impact customers.
Collaborate with cross-functional teams, including product and engineering, to resolve customer issues and improve product functionality.
Stay updated on product changes, new features, and industry trends to provide informed support and recommendations.
Troubleshoot and diagnose software problems, escalating complex issues to Next Level support as needed.
The ideal candidate will possess strong problem-solving skills, excellent communication abilities, and a customer-first mindset, ensuring that our Customers receive the highest level of support.
Familiarity with ticketing systems ( JIRA, Zendesk, ServiceNow)
Good to have knowledge in Azure Cloud or any other cloud concept.