Sr Associate-CS (support)

Job Description

Key Responsibilities: Act as the first point of contact for customer inquiries via email, chat, and phone. Provide prompt and effective resolutions to customer issues, ensuring minimal disruption to their business operations. Troubleshoot product issues by replicating reported problems, analyzing logs, and escalating complex issues to the technical team when necessary. Maintain detailed records of customer interactions, issues, and resolutions in the support ticketing system (e.g., Jira, Zendesk, Freshdesk). Assist clients with product configuration, feature usage, and best practices to maximize product value. Collaborate with internal teams, including Product, Engineering, and Sales, to escalate critical issues and contribute to product improvements. Develop and maintain knowledge base articles, FAQs, and training resources to empower clients with self-service solutions. Follow up proactively with clients to ensure their issues are fully resolved and they are satisfied with the outcome. Participate in team meetings, providing insights on recurring client concerns to improve the product and support processes. Key Requirements: Previous experience in a SaaS support role or customer-facing technical support role is preferred. Strong problem-solving skills with the ability to analyze, diagnose, and resolve technical issues. Excellent written and verbal communication skills with a customer-first mindset. Ability to multitask, prioritize, and manage time effectively in a fast-paced environment. Familiarity with CRM tools, support ticketing systems, and remote troubleshooting techniques. Basic understanding of APIs, web technologies, and database concepts is a plus. A proactive attitude, strong ownership, and the ability to work both independently and as part of a team.