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B2B SaaS Customer Support Specialist

2 months ago

india Flowace.ai Full time

Welcome to Flowace, where innovation meets inspiration, and creativity flows endlessly. At Flowace, we are more than just a company; we are a collective of visionaries, artists, and problem solvers united by a shared passion for shaping a brighter future. Our journey is a testament to the power of imagination, collaboration, and the belief that the world can be transformed through innovative solutions.


About us: Flowace.ai is a tool designed to optimize productivity and time management in professional settings. It leverages AI technology to track and analyze time spent on various tasks and projects. The platform offers Time Tracking, Productivity Analysis, and Task Management features.


Job Overview:

We are seeking a dedicated US Support Specialist with a strong background in SaaS and experience catering to the US market. This role involves engaging with potential leads, providing outstanding support, and contributing to our documentation efforts. This role can be treated as a mix of support and sales functions.

If you’re passionate about customer success and sales and thrive in a dynamic environment, we’d love to hear from you


Shift timings: 9 PM - 6 AM IST


Key Responsibilities:

Inbound Lead Management:

  • Proactively call and engage with inbound leads to understand their needs and introduce our SaaS solutions.
  • Utilize effective sales techniques to convert leads into customers.

Outreach Efforts:

  • Craft and send personalized outreach emails to potential clients, leveraging your knowledge of their business needs.
  • Utilize LinkedIn for networking and outreach to build relationships and generate leads.

Documentation Support:

  • Create and maintain support documents that outline best practices, troubleshooting steps, and product information for internal and external use.
  • Collaborate with the product and customer success teams to ensure documentation is up-to-date and effective.

Customer Support:

  • Provide top-tier support to existing clients, addressing inquiries and resolving issues in a timely manner.
  • Identify customer needs and collaborate with the product team to enhance our offerings based on feedback.


Qualifications:

  • Proven experience in a support role, preferably in a SaaS environment.
  • Strong communication skills, both written and verbal, with an emphasis on clarity and professionalism.
  • Experience with cold calling and lead generation strategies.
  • Proficiency in using CRM tools and support documentation platforms.
  • Ability to work independently and collaboratively in a remote setting.
  • Familiarity with the US market and customer behavior is a plus.