Product Support Specialist

1 month ago


Noida, Uttar Pradesh, India Saas Labs US Inc. Full time

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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