Customer Support Representative

Job Title: Customer Support Representative (CSR)

Location: Bangalore

Position Overview:

We are hiring for a Customer Support Representative (CSR), who will work with customers and other team members in handling incoming technical issues from CAI customers around the world. Providing personal, timely and exceptional support is key to maintaining and enhancing a positive relationship with our CAI clients.

Customer Support Representative plays a key role in delivering high-quality and responsive customer support across multiple ERP planforms for external client accounts. This position is responsible not only for resolving support inquiries but also for providing consultative guidance to help customers maximize the value of our SaaS platforms. The ideal candidate is a problem-solver, communicator, and collaborator who can translate complex technical concepts into clear business outcomes. Success in this position is measured by strong performance against service metrics (SLA, CSAT, FCR) and the ability to help customers optimize system usage—not just resolve issues.

As a Customer Support Representative, your key responsibility is delivering specialized solutions to critical support issues on CAI’s Productivity Software; providing an exceptional, proactive customer experience, with a personal approach; maintaining and enhancing the relationship between the Customer Support Team and CAI’s clients and, delegating a specific set of tasks as required to provide the most efficient, effective and timely solution possible. CSR member is empowered to define adequate means to address customer situations like adequate system and resources allocations. CSR members are expected to work with customers in identifying operational and business weaknesses and guide both CAI and the customer towards the right solution enabling high customer satisfaction while supporting CAI business.

The role also involves, knowing when to escalate to more experienced resources and collaborate with R&D to help resolve customer issues. Timely follow up and complete end to end ownership is the backbone of this role.

Primary Responsibilities

• Customer Support & Troubleshooting of platform issues to ensure exceptional customer support.

• Provide support to customers via email, chat and telephone interactions, following documented trouble-shooting instructions or with instruction from SME’s and/ or knowledge base.

• Answer incoming requests and, opening cases in designated support platform, identifying customers, populating case details, gathering specifics of the customer situation (issue details, error messages, recordings, etc.) and confirming accuracy of data

• Troubleshoot platform issues through systematic investigation, data review, and knowledge of product capabilities.

• Collaborate with global teams and/ or R&D teams when necessary. Escalate or re-route cases as required after thorough investigation, by maintaining SLA factors.

• Review case priority; identify and source any missing information needed to address the support ticket from the client while maintaining strict adherence to priority-based SLA requirements.

• Timely closure of cases, capturing all relevant resolution details accurately

• Empowered to allocate resources, systems, and SW solutions in support of customers issues resolution.

• Consultative Customer Engagement

• Provide ongoing updates and engagement to customers with open tickets to ensure they are knowledgeable of the ticket status and estimated time for follow up/resolution

• Advise on best practices for ERP usage to improve efficiency, accuracy, and adoption.

• Provide required support pertaining to Software installation and upgrades.

• Performance & Process Excellence

• Submit new solutions in CAI’s knowledge base with proper documentation and possible addition to knowledge base.

• Consistently meet or exceed key performance metrics, including ticket turnaround time, first contact resolution, and customer satisfaction.

• Follow standard operating procedures (SOPs) to ensure consistency and quality of support.

• Identify recurring issues and partner with internal teams to drive improvements to product, documentation, or processes.

• Contribute to support documentation and continuous improvement efforts.

• Other support tasks as determined by Team Lead and/ or Global Functional Manager.

Education

• Graduate, preferably BE in Software Engineering or equivalent.

Experience Requirements

• Bachelor’s degree with demonstrated years of Customer Service experience in SaaS, preferably in an ERP environment. Computer Science degree, or related technical discipline a plus.
• 3+ years in SaaS support, customer success, or shared services roles.

• Excellent English verbal/written communication skills & must be comfortable talking directly to clients.
• Availability to work a shift that overlaps with European and North American Customers to collaborate with customers and CAI Leadership.

• Knowledge of the appropriate ways to capture and interpret log files from applications and/or Servers.
• Ability to clearly document and execute proper data entry of customer information / issues.

• Confident, articulate, and professional speaking skill with strong interpersonal skills

• Background and experience in working with databases, including understanding error codes, fluent in writing database scripts, taking backups and utilizing tools such as sqldeveloper, EDI, etc.

• Self-starter with ability to work alone and as part of a team with excellent organizational skills.

• Ability to work in a fast-paced, ever-changing environment, juggling multiple tasks at one time.

• Knowledge of SalesForce.com CRM or other call tracking systems a plus

• Spoken/written Spanish, (open to French & German) languages will be a plus.