Senior Customer Support Specialist

4 weeks ago

Mumbai, India Double Ticks Full time

Job Description 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; Masters 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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