SaaS Customer Support Specialist

4 days ago

palakkad, India beBeeSupport Full time

Support Excellence EngineerOur team is seeking an accomplished Support Excellence Engineer with expertise in SaaS and exceptional communication skills to deliver world-class customer support across our product suite.Key Responsibilities:Collaborate closely with technical teams to identify recurring issues, recommend improvements, and share actionable findings with the wider organization.Provide timely, accurate, and empathetic responses via chat and ticketing systems, leveraging customer insights and data analysis.Contribute to knowledge base development, process automation, and ongoing improvement initiatives for a seamless support experience.Investigate system behavior, troubleshoot root causes, learn new technologies, and share technical insights with the team.Work collaboratively with cross-functional teams to promote operational excellence and customer satisfaction.Develop and maintain expertise in various support platforms, including Freshdesk, Zendesk, and Salesforce.Prioritize tasks efficiently, managing competing deadlines and adapting to shifting priorities in a fast-paced tech environment.Required Skills and Qualifications:Minimum 2+ years of experience in Technical/Application Support within SaaS, e-commerce, or enterprise software environments.Background in Computer Science or related fields (B.Tech, M.Tech, BCA, MCA, B.Sc IT, M.Sc IT preferred).Strong understanding of B2B SaaS products and customer lifecycle.Hands-on experience with APIs, Webhooks, Postman, Insomnia, and ability to read code in Python or JavaScript is a strong advantage.Excellent written and verbal English communication skills; ability to simplify technical concepts for customers.Analytical, curious, proactive, and adaptable mindset.Benefits:Opportunity to work with a global support team.Chance to develop and enhance your technical and soft skills.Collaborative and dynamic work environment.What We Offer:A comprehensive onboarding program.Ongoing training and development opportunities.A competitive salary and benefits package.

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