Solutions-Focused Service Representative

2 weeks ago


Belgaum, Karnataka, India beBeeCustomerSupport Full time ₹ 6,10,318 - ₹ 10,45,151
Customer Support Expert Role

We are seeking a highly skilled individual to join our team as a Customer Support Specialist. As a key member of the support team, you will be responsible for ensuring seamless customer experience with our SaaS platform.

Key Responsibilities:

  • Respond promptly to customer inquiries via email, chat, phone, or in-app messaging, maintaining a friendly and clear tone.
  • Assist users through onboarding, troubleshooting, and using key features, providing solution-focused guidance.
Issue Tracking & Resolution
  • Log technical issues and support tickets accurately using JIRA (or similar tools), escalating bugs or critical issues to the development team as needed.
  • Follow up to ensure resolutions are successful and satisfactory, tracking KPIs like response time, resolution rate, CSAT, and ticket backlog.
Documentation & Knowledge Base
  • Create and update FAQs, help articles, and user guides, identifying recurring questions or pain points and suggesting improvements.
Customer Insights & Feedback
  • Gather and organize customer feedback to support product and UX improvements, monitoring social media channels for comments, questions, and concerns.

Requirements:

  • Excellent written and verbal communication skills, with strong troubleshooting and problem-solving abilities.
  • Quick learner, able to adapt to new tools and workflows, particularly AI-driven ones.
  • Comfortable multitasking across different tasks and platforms, with patience, empathy, and professionalism in dealing with users of all technical levels.

Preferred Qualifications:

  • Experience in SaaS, tech, or startup environments, with knowledge of AI tools, automation workflows, or digital marketing platforms.
  • Basic technical knowledge (APIs, browser issues, integrations).


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