L1 Support Engineer

As an L1 - Support Engineer at Saasant, your primary responsibility is to provide high-quality technical support for the Saasant platform to customers, developers, and prospects worldwide. You will be interacting with customers through email, phone calls, chats, and desktop sharing to assist them in resolving technical and functional queries effectively. Your goal is to ensure customer success by addressing their issues and providing timely solutions. Key Responsibilities: - Take ownership of customer issues, from reporting to resolution - Research, diagnose, troubleshoot, and identify solutions for application issues - Ask targeted questions to understand the root cause of problems quickly - Refer to internal databases or external resources for accurate tech solutions - Assist in qualifying and replicating reported issues in the customer environment - Gather necessary information for root cause analysis - Manage customer expectations regarding issue resolution - Respond to tickets promptly, addressing all customer concerns - Document solutions for knowledge base and suggest innovative ideas for automation - Monitor and improve support metrics such as response time, resolution rate, and customer satisfaction - Follow standard procedures for escalating unresolved issues to internal teams - Multitask effectively in a fast-paced environment - Demonstrate strong listening and communication skills - Document all communications via ticketing systems - Gather information to handle customer inquiries effectively - Proficient in Microsoft Excel and ability to learn technical concepts quickly Desired Skill Set: - Good understanding of computer systems, mobile devices, and tech products - Ability to diagnose and troubleshoot basic technical issues - Familiarity with remote desktop applications and help desk software (e.g., Zendesk) - Strong problem-solving and communication skills - Provide step-by-step technical assistance verbally and in writing - Excellent customer service orientation You will play a crucial role in supporting Saasant customers worldwide and ensuring their success by resolving technical issues efficiently and providing exceptional customer service.,