Customer Support Specialist

24 hours ago

Shimoga, Karnataka, India Soft 'n'​ Web Full time

We're looking for a proactive and empathetic Customer Support Specialist to join our team in Rajkot. This is an on-site role supporting users of our SaaS platform, ensuring they have a smooth, positive experience across every touchpoint. You'll handle inquiries, resolve technical issues, log bugs, and guide users to get the most out of our product. Your work will directly impact customer satisfaction, retention, and product improvement.

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, , 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

Location: Rajkot (Work from Office)

Schedule: Full-Time (Flexible hours within standard business time)

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