Key Responsibilities: Provide prompt and accurate responses to customer inquiries via email, chat, or phone, ensuring a high level of customer satisfaction. Diagnose and resolve product-related issues, identifying root causes and providing effective solutions within defined SLAs. Become a clients product expert, understanding software features, integrations, and workflows to support customer needs effectively. Create and update support documentation, FAQs, and user guides to improve the knowledge base and enhance customer self-service options. Work closely with internal teams, including Product Development, Quality Assurance, and Customer Success, to communicate customer feedback, escalate issues, and advocate for feature improvements. Assist with new customer onboarding and provide training as needed to ensure customers are proficient in using Client’s tools and features. Continuously seek opportunities to improve support processes, suggesting optimizations to enhance customer experience and efficiency. Use Client’s support ticketing system to track, prioritize, and report on issues, ensuring timely resolution and follow-up. Preferred candidate profile : Bachelor’s degree in computer science, Information Technology, Business, or a related field (preferred but not mandatory with relevant experience). 3-5 years in a technical support, product support, or customer service role, preferably within a SaaS environment. Experience with any CRM, ERP, or POS systems is highly desirable. Proficiency in troubleshooting software issues and analyzing data to identify root causes. Familiarity with SQL, APIs, and general knowledge of web technologies (HTML, CSS) is a plus. Experience with support tools (e.g., Zendesk, Jira, or similar) is preferred. Excellent communication and interpersonal skills, with a focus on customer empathy. Strong problem-solving abilities and attention to detail. Ability to work in a fast-paced environment and manage multiple priorities.
