Senior Customer Support Specialist

3 weeks ago

mumbai, India Apport Software Solutions Private Limited Full time
We are seeking a Senior Customer Support Specialist with a strong background in computer science or computer engineering. The ideal candidate will have extensive experience in technical support, a deep understanding of SaaS platforms, and the ability to provide solutions to complex technical issues. You will play a crucial role in maintaining the highest level of customer satisfaction through expert resolution of technical queries and issues.
Responsibilities
  • Provide advanced technical support to customers via phone, email, or chat.
  • Diagnose and troubleshoot complex software issues with a focus on rapid resolution.
  • Stay abreast of product updates and changes, ensuring accurate and timely information is provided to customers.
  • Collaborate with the development team to report and resolve product bugs and malfunctions.
  • Develop and maintain in-depth product knowledge and expertise.
  • Create and update technical documentation and user guides.
  • Conduct product training sessions for customers and internal teams as needed.
  • Monitor and analyze trends in customer issues to provide feedback to the product and engineering teams.
  • Lead and mentor junior technical support team members.
Requirements
  • Bachelor’s degree in Computer Science, Computer Engineering, or a related field; Master’s degree preferred.
  • Minimum of 5 years of experience in technical support, ideally in a SaaS environment.
  • Strong problem-solving skills and ability to handle complex technical queries.
  • Excellent communication and customer service skills.
  • Deep understanding of software, databases, and cloud technologies.
  • Proficiency in ticketing, chat software.
  • Ability to work independently and in a fast-paced startup environment.
What we offer
  • A competitive salary and benefits package.
  • Opportunities for professional growth and advancement.
  • A dynamic, creative, and supportive work environment.

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