Customer Support Specialist

As a Senior Customer Support Specialist, you will play a crucial role in delivering exceptional customer service in a fast-paced SaaS environment. Your responsibilities will include handling escalated support queries through email, chat, and phone, providing timely resolutions, and ensuring customer satisfaction. Moreover, you will be responsible for mentoring junior team members, sharing best practices, and assisting in challenging cases. Collaboration with cross-functional teams such as Product, Engineering, and Customer Success will be essential to troubleshoot issues and provide feedback for product improvements. Utilizing our support tool efficiently to manage tickets, prioritize effectively, and ensure prompt follow-up will be a key task. You will also contribute to creating and updating knowledge base articles, FAQs, and support documentation to enhance self-service resources for customers. Furthermore, collecting and analyzing customer feedback to identify trends and areas for improvement will be part of your role. Monitoring support KPIs, such as response time and customer satisfaction scores, and working proactively to achieve targets will be crucial to ensure high-quality support services. The ideal candidate should have a Bachelor's degree or equivalent experience in Customer Support, Customer Success, or a related field. A minimum of 4 years of experience in a customer support role, particularly in a SaaS environment, is required. Proficiency in technical skills like Excel, SQL, and data reporting is essential. Strong problem-solving and analytical skills, excellent communication skills, and experience with support tools like Zendesk, Freshdesk, or BoldDesk are also desired. The ability to handle high-pressure situations while maintaining a customer-first mindset is a key attribute for success in this role.,