Product Support Specialist

3 weeks ago


Noida, Uttar Pradesh, India Saas Labs US Inc. Full time

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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