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Technical Support Representatives (SAAS Support)
Overview:
The primary role blends excellent customer guidance, hands-on troubleshooting, deep product knowledge, and close collaboration with R&D. You’ll investigate complex issues end-to-end, identify root causes, and communicate clearly with both customers and internal teams to ensure fast, high-quality resolutions
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Responsibilities:
● Provide multi-channel technical support via live chat, phone, and email, with a focus on accurate diagnosis and resolution and excellent customer service
● Handle customer inquiries regarding product functionality, pricing, and troubleshooting.
● Escalate technical issues and product gaps by creating clear, detailed Jira tickets
● Collaborate with the team to efficiently address customer concerns.
● Independently perform in-depth training or update sessions each week to stay up to date on product changes, tools, and technical concepts, maintaining strong product expertise and readiness to support the team
● Maintain documentation and provide feedback for continuous process improvement.
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Working Hours (Indian Standard Time):
● Rotational shifts between 5:30 AM IST and 4:30 AM IST.
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Qualifications:
● Experience:
o 2+ years in Technical/Product Support (Must).
o Experience in SaaS / B2B software companies (Must)
o Background in product support role.(good to have)
● Skills:
o Familiarity with tools such as Intercom, Jira, Zapier, Tableau, Slack, and Backoffice systems.
o Strong troubleshooting skills with both basic and complex technical issues.
o Coding experience is a plus.
o Proven experience working cross-functionally with remote Dev/R&D teams.
● Soft Skills:
o Clear, confident communicator, able to translate technical findings into user-friendly explanations.
o Strong ownership mentality and ability to work independently in a fast-paced environment.
o Highly detail-oriented, customer-obsessed, and structured in documentation/follow-up
Work arrangement
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