Senior SaaS Support Specialist

2 days ago

thiruvananthapuram, India beBeeSoftwareSupport Full time

Job OverviewWe are seeking a seasoned Software Support Specialist to provide high-quality support for our SaaS product suite. This role involves collaborating with cross-functional teams to deliver exceptional customer experiences across multiple platforms.The ideal candidate will have strong technical skills, excellent communication abilities, and the capacity to learn new technologies quickly.Respond promptly to customer inquiries via chat and ticketing systems, ensuring timely, accurate, and empathetic responses.Analyze customer feedback and data to identify recurring issues, suggest improvements, and share actionable insights with internal teams.Partner with Product and Engineering teams to gather quantitative feedback on customer pain points, driving product enhancements and minimizing user friction.Key Responsibilities:Investigate system behavior, troubleshoot root causes, learn new technologies, and share technical insights with the team.Develop in-depth knowledge of modern SaaS models, scalable support processes, and cross-functional work in a fast-paced global environment.Foster a strong team culture centered on operational excellence and customer satisfaction.Requirements:Minimum 2+ years of experience in Technical/Application Support within SaaS, e-commerce, or enterprise software environments.Bachelor's degree in Computer Science or related fields.Strong understanding of B2B SaaS products and customer lifecycle.Hands-on experience with support platforms like Freshdesk, Zendesk, Salesforce, ServiceNow, etc.Basic understanding of APIs, Webhooks, Postman, Insomnia, and ability to read code in Python or JavaScript is a plus.

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