Job Title: Customer Support Specialist

Location: India - Delhi, Bengaluru, Remote

Shift: Rotational

Job Function: Customer Experience

Employment Type: Full Time

Company :

SaaS Labs, founded in 2016, is a fast-growing company in the software as a service "SaaS" space focusing on the cloud contact centre space. The cloud contact centre space is a fast-growing market with an addressable opportunity of $24B globally and is expected to witness explosive growth in the next few years. The company was founded by Gaurav Sharma, who is a third-time entrepreneur, having successfully sold both his previous companies (in 2012 and 2016).

With a current employee strength of 75, SaaS Labs expects to double it by the end of 2021. Bootstrapped since inception, the firm recently closed a large venture capital round from two large global funds The firm has two core products for now - justcall.io (https://justcall.io/) and helpwise.io (https://helpwise.io/) and the vision is to build a portfolio of contact centre offerings and not just restrict to these products only.

About the Role :

- As a member of our Support organization, your focus is to deliver post-sales support and solutions to our customer base while serving as an advocate for customer needs. This involves resolving post-sales technical concerns regarding the use of and troubleshooting for our product JustCall, Helpwise, etc.

- As the primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal SaaS Labs employees on diverse customer situations and escalated issues.

Responsibilities :

- Handling complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product related technical issues experienced by customers

- Collaborating with fellow support colleagues and other internal organizations to provide superior customer service

- Acting as a customer advocate by working directly with customers on high priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements.

- Anticipating customer needs and effectively addressing concerns related to their issue or resolution

- Providing direct technical assistance to customers via phone, email, chat, and tickets.

- Ensure that the chat and ticket SLAs are honoured

- Proactively identify the cases that require escalation, technically or strategically, escalate accordingly

Qualifications :

- Minimum of 2 years of experience in IT Industry preferably working in a customer facing role, preferably with international customers

- Advanced level proficiency in written and spoken English

- Hands-on experience in narrowing down the reported problem into accurate issue, and identification of the root cause

- Expertise in finding creative solutions to effectively address customer concerns

- Proficient to ensure customer issues are resolved in the most timely and effective manner possible

- Questioning skills /probing skills, as relevant to the issue.

- Ability to empathize and work with customers in real-time to resolve issues..

- Demonstrable ability to handle various tasks or projects with changing priorities.

- Familiarity with chat support systems like Intercom, Zendesk etc.

- Understanding about CRMs and why businesses use them. Past experience of working with a CRM is a plus

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.