Senior Technical Support Specialist

1 day ago

Jodhpur, Rajasthan, India beBeeCustomerSupport Full time ₹ 7,50,000 - ₹ 10,00,000

Product Support Lead Role

This is an exciting opportunity to join a fast-growing B2B SaaS product company as a Product Support Lead. As a key member of the Customer Support team, you will play a crucial role in ensuring customer satisfaction by overseeing and optimising support operations.

The successful candidate will lead and manage a team of support professionals, focusing on delivering exceptional support and technical assistance to customers. This includes ensuring a high-quality customer experience through proactive problem-solving, efficient resolution of escalated issues, and continuous improvement based on data-driven insights.

The ideal candidate will have excellent troubleshooting, presentation, and documentation skills, as well as strong verbal and written communication skills. They will be able to prioritise issues based on complexity and severity, and have great attention to detail. A strong empathy for customers and passion for growth are essential for this role.

Responsibilities:

  • Foster a customer-centric culture within the support team.
  • Provide technical guidance to the support team and customers.
  • Lead and inspire a team of support professionals to achieve performance goals.
  • Conduct regular team meetings and training sessions to enhance skills and knowledge.
  • Identify and resolve complex technical & functional issues efficiently.
  • Implement proactive measures to prevent recurring problems.
  • Communicate effectively with customers, internal teams, and stakeholders.
  • Collaborate with the product development team to provide insights from customer support.
  • Coordinate with CS/Product/Engineering teams to ensure that escalated customer support issues are resolved quickly and efficiently.
  • Measure and enhance customer experience with data-led decisions and tracking KPIs.

Requirements:

  • Bachelor's degree or equivalent experience in Computer Science or related field.
  • 4+ years of experience in Customer Support for a B2B SaaS platform company.
  • Excellent troubleshooting, presentation, and documentation skills.
  • Strong verbal and written communication skills.
  • Ability to prioritise issues based on complexity and severity.
  • Result-oriented and has great attention to details.
  • Strong empathy for customers and passion for growth.

Benefits:

  • Competitive compensation package and benefits.
  • Opportunity to work closely with and be part of a truly amazing team.
  • Chance to make a difference and enjoy the ride.
  • Option to challenge yourself and take your career to the next level.

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