Technical Application Support Specialist

7 days ago

mount, India beBeeExpert Full time

Customer Support ExpertWe are seeking a skilled Customer Support Expert to join our global support team.Collaborate with cross-functional teams to deliver world-class customer experiences across SaaS product suites, catering to small businesses and large enterprises.Provide real-time assistance via chat and ticketing systems, ensuring timely and accurate responses.Analyze customer feedback and data insights to identify recurring issues, recommend process improvements, and share findings with internal teams.Partner with Product and Engineering teams to provide quantitative feedback on customer pain points, driving product enhancements and reducing user friction.Contribute to knowledge base development, process automation, and ongoing improvement initiatives for enhanced support experiences.Investigate system behavior, troubleshoot root causes, learn new technologies, and share technical insights with the wider team.Key Responsibilities:Experience: Minimum 2+ years in Technical/Application Support within SaaS, e-commerce, or enterprise software environments.Education: 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 support platforms like Freshdesk, Zendesk, Salesforce, ServiceNow, etc.Familiarity with APIs, Webhooks, Postman, Insomnia, and ability to read code in Python or JavaScript is an advantage.Understanding of SLAs and KPIs like FRT, AHT, CSAT, and backlog management.Excellent written and verbal communication skills; ability to simplify technical concepts for customers.Analytical, curious, proactive, and adaptable to shifting priorities in a fast-moving tech environment.About the Role:This is a full-time position offering competitive compensation and benefits packages.The ideal candidate will have excellent problem-solving skills and be able to communicate complex technical information effectively.Opportunities for growth and professional development are available for the right candidate.

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