User Advocate Specialist

1 day ago

Nashik, Maharashtra, India beBeeSupport Full time ₹ 6,00,000 - ₹ 8,00,000

Customer Support Specialist

This role is ideal for problem-solvers who enjoy advocating for users and driving customer success. The successful candidate will serve as the first point of contact for educators, school administrators, and tech coordinators seeking support.

The Customer Support Specialist will handle Tier 1 and Tier 2 support requests via email, chat, and occasional phone support. They will troubleshoot technical issues across web and mobile applications and collaborate with Product, Engineering, and Customer Success teams to resolve issues and escalate bugs or feature requests.

The ideal candidate will have strong troubleshooting skills and the ability to explain complex issues simply. Familiarity with tools like Zendesk, Intercom, Jira, Confluence, or similar is a must. Excellent written and verbal communication skills are essential, along with empathy, patience, and a true customer-first mindset.

Responsibilities:

  • Provide exceptional customer service to educators, school administrators, and tech coordinators via multiple channels.
  • Troubleshoot technical issues and collaborate with internal teams to resolve problems and improve product functionality.
  • Develop clear and user-friendly help documentation and FAQs to enhance the support experience.
  • Analyze trends and patterns to identify areas for process improvement and suggest enhancements to internal processes.
  • Maintain a high CSAT score by delivering a seamless support experience to our users.

Requirements:

  • 5–6 years of professional experience in customer support or technical support.
  • Experience supporting SaaS platforms, ideally in EdTech or education-adjacent sectors.
  • Strong analytical and problem-solving skills.
  • Familiarity with ticketing systems, CRM software, and collaboration tools.
  • Excellent written and verbal communication skills.
  • Empathy, patience, and a customer-centric approach.

Bonus: If you have experience supporting K–12 educators or school districts, we'd love to hear about it

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