Customer Support Specialist

Job Description: As a Senior Customer Support Specialist in our dynamic SaaS environment, you will play a crucial role in providing exceptional customer service. Your main responsibilities will include addressing escalated support queries through email, chat, and phone channels, ensuring swift resolutions, and guaranteeing customer satisfaction. You will also mentor junior team members, collaborate with various departments for troubleshooting, and contribute to product enhancements. Key Responsibilities: - Handle escalated support queries through email, chat, and phone channels - Provide timely resolutions to customer issues and ensure their satisfaction - Mentor junior team members, share best practices, and assist in challenging cases - Collaborate with cross-functional teams to troubleshoot issues and provide feedback for product improvements - Efficiently utilize support tools to manage tickets, prioritize tasks, and ensure timely follow-up - Contribute to creating and updating knowledge base articles, FAQs, and support documentation - Collect and analyze customer feedback to identify trends and areas for improvement - Monitor support KPIs such as response time and customer satisfaction scores - Work proactively to achieve targets and ensure high-quality support services Qualification Required: - Bachelor's degree or equivalent experience in Customer Support, Customer Success, or related field - Minimum of 4 years of experience in a customer support role, preferably in a SaaS environment - Proficiency in technical skills such as Excel, SQL, and data reporting - Strong problem-solving and analytical skills - Excellent communication skills - Experience with support tools like Zendesk, Freshdesk, or BoldDesk - Ability to handle high-pressure situations while maintaining a customer-first mindset,