Product Support Specialist
1 month ago
Job Summary
We are seeking a highly skilled Product Support Engineer to join our Support organization. As a key member of our team, you will be responsible for delivering exceptional post-sales support and solutions to our customers worldwide.
Key Responsibilities
- Provide timely and effective resolution to complex customer scenarios, documenting solutions and ensuring customer satisfaction.
- Collaborate with fellow support colleagues and internal organizations to provide superior customer service.
- Act as a customer advocate, working directly with customers on high-priority issues to deliver timely resolution and capture customer feedback.
- Anticipate customer needs and address concerns related to their issue or resolution.
- Provide direct technical assistance to customers via phone, email, chat, and tickets.
- Ensure that chat and ticket SLAs are honored.
- Proactively identify cases that require escalation, technically or strategically, and escalate accordingly.
Requirements
- Associate or Bachelor's degree in Information Technology or a related field.
- Minimum of 1-2 years of experience in the IT industry, preferably in a customer-facing role with international customers.
- Hands-on experience in narrowing down reported problems into accurate issues and identifying root causes.
- Proficient in ensuring customer issues are resolved in the most timely and effective manner possible.
- Advanced proficiency in written and spoken English.
- Ability to communicate technical aspects to non-IT backgrounds.
- Questioning skills/probing skills, as relevant to the issue.
About SaaS Labs
SaaS Labs is a global SaaS company powering Sales and Support teams of over 7000 growing businesses with its software ecosystem focused on automation, productivity, and collaboration.
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