Technical Support Representative

1 day ago

Thiruvananthapuram, Kerala, India beBeeCustomerSupport Full time ₹ 40,00,000 - ₹ 80,00,000
**Job Description:**We are seeking a proactive and empathetic Customer Support Specialist to join our team in providing exceptional support to users of our SaaS platform.This is an on-site role where you will ensure that every user interaction is smooth, positive, and satisfying.Key Responsibilities:
  • Respond promptly to customer inquiries via email, chat, phone, or in-app messaging.
  • Assist users through onboarding, troubleshooting, and using key features.
  • Maintain a friendly, clear, and solution-focused tone in every interaction.
Issue Tracking & Resolution:
  • Log technical issues and support tickets accurately using JIRA (or similar tools).
  • Escalate bugs or critical issues to the development team.
  • Follow up to ensure resolutions are successful and satisfactory.
Documentation & Knowledge Base:
  • Create and update FAQs, help articles, and user guides.
  • Identify recurring questions or pain points and suggest improvements.
Customer Insights & Feedback:
  • Gather and organize customer feedback to support product and UX improvements.
  • Monitor social media channels for comments, questions, and concerns.
  • Share recurring issues and feature requests with product and dev teams.
  • Provide regular reports on customer sentiment and support trends.
Performance Monitoring:
  • Track KPIs like response time, resolution rate, CSAT, and ticket backlog.
  • Ensure alignment with internal SLAs and service standards.
Requirements:
  • Excellent written and verbal communication skills.
  • Strong troubleshooting and problem-solving skills.
  • Quick learner, able to adapt to new tools and workflows (especially AI-driven ones).
  • Comfortable multitasking across different tasks and platforms.
  • Familiar with CRM/helpdesk tools (e.g., JIRA, Zendesk, Intercom).
  • Patience, empathy, and professionalism in dealing with users of all technical levels.
  • Understanding of how customers interact via social platforms.
Preferred Qualifications:
  • Experience in SaaS, tech, or startup environments.
  • Knowledge of AI tools, automation workflows, or digital marketing platforms.
  • Ability to contribute to customer-facing documentation.
  • Basic technical knowledge (APIs, browser issues, integrations).

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