L1 Customer Support

**Job Title**:
L1-Customer Support - SaaS Application Support

**About the Company**:
RunLoyal is a fast-growing SaaS company based in Atlanta, GA, transforming the pet care industry with innovative technology. We are seeking a Lead Application Support Engineer to join our India-based remote team and support our US customer base.

**Working Hours**:
5:30 PM to 3:00 AM IST (Night Shifts Only)

**Job Role Summary**:
Responsible for handling US-based customer calls, troubleshooting customer-reported issues, and ensuring issues are resolved with utmost customer satisfaction. The role requires high command in English communication, quick learning ability, and continuous demonstration of empathy and collaborative behavior.

**Responsibilities**:

- Handle customer calls, particularly for US-based customers
- Work exclusively in night shifts
- Troubleshoot customer-reported issues
- Identify solutions quickly and keep customers informed
- Engage with internal teams
- Continue engagement until issues are resolved
- Ensure utmost customer satisfaction
- Demonstrate true empathy towards customers
- Maintain collaborative behavior
- Meet mínimal behavioral expectations

**Requirements**:

- Minimum **2 years of experience in US-based SaaS product** support **(ERP-related preferred)**
- Experience with platforms like **Freshdesk, Zoho, Zenoti,**
- Prior experience in phone support for US customers
- Willingness to work in rotating shifts
- High command in English (verbal and written)
- **Quick learning ability on SaaS products**
- Capability to handle product training-related queries
- Willingness to work only **night shifts**
- Ability to continuously demonstrate communication and learning skills (non-negotiable)

**Cultural Expectations**:

- We prioritize the well-being of our pet care providers and the pets they care for. This means being responsive and available when they need us, including holidays, weekends, and occasional late hours.
- We have an unyielding commitment to serving our customers, working diligently until they are fully satisfied.
- We focus on attention to detail and quality in everything we do, ensuring excellence in our products and services.
- We are passionate about building something extraordinary and revolutionizing the pet care industry with our innovative solutions.
- A love for pets is at the heart of what we do.

**Our Values**:

- Kindness: We assume positive intent, celebrate coworkers’ success, avoid toxic behaviors, and call out bad acting when we see it.
- Trust: We are authentic, humble, and empathetic. Empathy is the cornerstone of building trust. In a world that is full of change, trust is essential.
- Fearlessness: We are bold, honest, direct, and candid. We challenge assumptions and push boundaries. We are not afraid to be challenged. Mistakes are learning opportunities.
- Discourse, Not Dissonance: We encourage constructive discourse and welcome challenges. We strive to create an environment where the best ideas rise to the top and data drives decisions.
- Understanding, Not Consensus: As leaders, we stand firm in our informed convictions until overturned by data. We embrace healthy disagreement but commit to the outcome once a decision is made.
- Ownership: We empower each other to solve problems and take initiative to achieve our goals. We are intentional in our thinking, knowing we are accountable for our impact.
- Curiosity: We are passionate about learning and constantly seek opportunities to grow. We adapt and evolve with the industry.

**Benefits**:

- Competitive salary and benefits package.
- Opportunity to work with cutting-edge technology.
- Fast-paced and dynamic work environment.
- Chance to make a real impact on a growing company.

**Why Join RunLoyal**:

- Join a fast-growing US-based SaaS company
- Work remotely with a dynamic global team
- Competitive salary and long-term career growth
- Be part of an innovative product transforming pet care

**Job Types**: Full-time, Permanent

Ability to commute/relocate:

- Salem, Tamil Nadu: Reliably commute or planning to relocate before starting work (required)

Application Question(s):

- Current CTC

**Experience**:

- supporting US customers via Phone: 1 year (required)

**Location**:

- Salem, Tamil Nadu (required)

Shift availability:

- Night Shift (preferred)