Customer Support Specialist (SaaS Software)

Customer Support Specialist

What You’ll Do

Customer Support & Communication

• Respond promptly to customer inquiries via email, chat, phone, or in-app messaging
• Assist users through onboarding, troubleshooting, and using key features
• Maintain a friendly, clear, and solution-focused tone in every interaction

Issue Tracking & Resolution

• Log technical issues and support tickets accurately using JIRA (or similar tools)
• Escalate bugs or critical issues to the development team
• Follow up to ensure resolutions are successful and satisfactory

Documentation & Knowledge Base

• Create and update FAQs, help articles, and user guides
• Identify recurring questions or pain points and suggest improvements

Customer Insights & Feedback

• Gather and organize customer feedback to support product and UX improvements
• Monitor social media channels for comments, questions, and concerns
• Share recurring issues and feature requests with product and dev teams
• Provide regular reports on customer sentiment and support trends

Performance Monitoring

• Track KPIs like response time, resolution rate, CSAT, and ticket backlog
• Ensure alignment with internal SLAs and service standards

What You’ll Bring

Required

• Excellent written and verbal communication
• Strong troubleshooting and problem-solving skills
• Quick learner, able to adapt to new tools and workflows (especially AI-driven ones)
• Comfortable multitasking across different tasks and platforms
• Familiar with CRM/helpdesk tools (e.g., JIRA, Zendesk, Intercom)
• Patience, empathy, and professionalism in dealing with users of all technical levels
• Understanding of how customers interact via social platforms (Instagram, LinkedIn, etc.)

Preferred

• Experience in SaaS, tech, or startup environments
• Knowledge of AI tools, automation workflows, or digital marketing platforms
• Ability to contribute to customer-facing documentation
• Basic technical knowledge (APIs, browser issues, integrations)

Why Join Us?

• Be a key part of a fast-growing SaaS company
• Work from a collaborative office environment in Rajkot
• Opportunity to shape support processes as we scale
• Work cross-functionally with product, dev, and marketing teams
• Grow in a fast-paced, startup culture where your contributions matter

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