Product Support Specialist
3 weeks ago
Job Overview
As a Product Support Engineer at Saas Labs, you will play a critical role in delivering exceptional customer experiences by providing timely and effective solutions to technical concerns regarding our software ecosystem.
Responsibilities
- Handling Complex Customer Issues: You will be responsible for documenting solutions and providing dependable and timely resolutions to all product-related technical issues experienced by customers.
- Collaboration and Communication: You will work closely with fellow support colleagues and other internal organizations to provide superior customer service.
- Customer Advocacy: You will act as a customer advocate by working directly with customers on high-priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements.
- Proactive Identification: You will anticipate customer needs and effectively address concerns related to their issue or resolution.
- Technical Assistance: You will provide direct technical assistance to customers via phone, email, chat, and tickets.
- SLA Compliance: You will ensure that the chat and ticket SLAs are honored.
- Escalation: You will proactively identify the cases that require escalation, technically or strategically, and escalate accordingly.
Requirements
- Hands-on experience in narrowing down the reported problem into accurate issues, and identification of the root cause
- Proficient in ensuring customer issues are resolved in the most timely and effective manner possible
- Understanding about CRMs and why businesses use them
- Past experience of working with CRMs
- Advanced proficiency in written and spoken English
- Ability to communicate technical aspects to people with non-IT backgrounds
- Questioning skills/probing skills, as relevant to the issue
About Us
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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