Support Operations Expert

2 weeks ago

Kanpur, Uttar Pradesh, India beBeeTechnical Full time ₹ 1,50,00,000 - ₹ 2,00,00,000
Product Support Specialist

Job Title: Product Support Specialist

About Our Organization:

We are a rapidly expanding SaaS company offering attendance and timesheet solutions to businesses with contractual and distributed workforces.

Our mission is to provide transparency and control in the time and attendance process, leveraging face recognition and AI technologies.

Our Culture:

We genuinely care about each member we hire. You'll gain new skills regardless of your experience level.

We prioritize value creation for all stakeholders - our employees, customers, and investors. We foster ownership, promoting a dynamic, fun, and vibrant startup culture.

Role Overview:

You will play a pivotal role in ensuring customer satisfaction by overseeing and optimizing support operations.

Responsibilities include leading and managing the Customer Support team, focusing on delivering exceptional support and technical assistance to our customers.

Key Responsibilities:
  • Understand customer needs and expectations to provide effective and timely support.
  • 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 and functional issues efficiently.
  • Implement proactive measures to prevent recurring problems.
  • Communicate effectively with customers, internal teams, and stakeholders.
Requirements:
  • Bachelor's degree or equivalent experience in Computer Science or a related field.
  • 4+ years of experience in Customer Support for a B2B SaaS platform company.
  • Excellent troubleshooting, presentation, and documentation skills.
  • Excellent verbal and written communication skills.
  • Ability to prioritize issues based on complexity and severity.
  • Result-oriented and detail-focused.
  • Strong empathy for customers and passion for growth.

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