We are seeking a dedicated, proactive, and customer-focused Product Support Specialist to join our team as the primary point of contact for our B2B SaaS Applicant Tracking System (ATS) clients across the US, EMEA, and APAC regions. You will provide exceptional technical and operational support to HR departments and hiring managers, ensuring they can effectively use our ATS platform to meet their recruitment goals. Your expertise will help clients troubleshoot issues, optimize platform usage, and ensure a seamless customer experience. This role is critical for maintaining high customer satisfaction, fostering long-term client relationships, and driving continuous product improvement.

Key Responsibilities

Client Support & Relationship Management
Respond promptly and professionally to client inquiries via chat, email, and phone, providing clear and helpful information about the ATS platform.
Manage and nurture client relationships, delivering personalized support to ensure high satisfaction and retention.
Assist clients with billing and subscription-related questions, ensuring timely and accurate resolutions.
Technical Troubleshooting & Documentation
Troubleshoot and resolve technical or service-related issues, identifying root causes and ensuring complete resolution.
Document all customer interactions, issues, and resolutions in the CRM system for transparency and continuity.
Identify, document, and escalate bugs or feature requests to the product and development teams.

Training & Onboarding
Conduct training sessions and create support materials to help clients and new users understand and effectively use ATS features and functionalities.
Develop and maintain support documentation, FAQs, and knowledge base articles to empower clients and reduce repeat tickets.

Product & Process Improvement
Gather and analyze client feedback through interactions and surveys, sharing actionable insights with relevant teams.
Stay updated on product enhancements, industry trends, and best practices in customer support.
Collaborate with sales, product, development, and customer success teams to resolve complex issues and contribute to product improvements.

Proactive Engagement & Retention
Monitor client feedback on social media and other channels, proactively addressing concerns to maintain a positive brand image.
Identify opportunities to recommend additional features or services that could benefit clients recruitment processes.
Implement strategies to retain customers and manage churn effectively, following up on issues and ensuring client satisfaction.

Required Skills & Qualifications

Experience
: 2-5 years in a customer support role within the B2B SaaS industry (preferably ATS/HRMS).
Communication
: Excellent verbal and written communication skills, able to explain technical concepts clearly to non-technical users.
Problem-Solving
: Strong analytical and troubleshooting skills, with the ability to resolve escalations effectively.
Technical Proficiency
: Familiarity with CRM and ATS systems, help desk software, and basic technical troubleshooting.
Multitasking
: Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
Collaboration
: Positive attitude and ability to work collaboratively with cross-functional teams.
Shift Flexibility
: Willingness to work with international time zones (US & APAC).

Key Performance Indicators (KPIs)

Customer Satisfaction (CSAT): Maintain 95% CSAT score.
Response & Resolution Time: Average first response time
Knowledge Impact: Reduce repeat tickets by 30% through effective documentation.
Retention: Achieve 98% client retention rate; maintain churn rate

More Jobs at Aptagrim Consulting

Product Support Specialist (SaaS)

Hyderabad

2.0 - 5.0 yrs

INR 6 - 9 Lacs

Product Marketing Manager (SaaS)

Hyderabad

5.0 - 8.0 yrs

INR 11 - 15 Lacs

AI Engineer

Hyderabad

2.0 - 5.0 yrs

INR 8 - 12 Lacs

QA Automation Engineer

Hyderabad

Experience: Not specified

INR 45 - 50 Lacs

Django Developer

Hyderabad

Experience: Not specified

INR 2 - 5 Lacs

Mock Interview

Practice Video Interview with JobPe AI

Start Job-Specific Interview

Start Your Job Search Today

Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.

Job Application AI Bot

Apply to 20+ Portals in one click

Download Now

Download the Mobile App

Instantly access job listings, apply easily, and track applications.

Enhance Your Skills

Practice coding challenges to boost your skills

Start Practicing Now

Aptagrim Consulting

Before You Leave... Find Your Perfect Job!

Login to

Please Verify Your Phone or Email

Confirm Action

Contact Us

Search

Profile

Upskill and Grow with AI

Personal Settings

Product Support Specialist (SaaS)

Experience & Salary

Skills Required

Work Mode

Job Type

Job Description

Key Responsibilities

Client Support & Relationship Management

Training & Onboarding

Product & Process Improvement

Proactive Engagement & Retention

Required Skills & Qualifications

Experience

Communication

Problem-Solving

Technical Proficiency

Multitasking

Collaboration

Shift Flexibility

Key Performance Indicators (KPIs)

More Jobs at Aptagrim Consulting