Customer Support Representative

2 weeks ago

Hyderabad Telangana, India Camptra Technologies Full time

**Overview**:We are seeking a highly motivated and customer-centric individual to join our dynamic Customer Support team as a Level 1 Customer Support Representative. As a key member of our support team, you will play a crucial role in ensuring our customers receive top-notch assistance and have a positive experience with our SaaS product.

**Responsibilities**:

- **
First-Line Support**:

- Assist customers in understanding and navigating our SaaS product.
- Resolve basic technical issues and troubleshoot common problems.
- ** Customer Communication**:

- Communicate effectively with customers to gather necessary information for issue resolution.
- Provide clear and concise instructions to help customers utilize the product efficiently.
- Keep customers informed about the status of their support requests.
- ** Documentation**:

- Contribute to the creation and maintenance of knowledge base articles for common issues and solutions.
- Document customer interactions and reported issues for future reference.
- ** Collaboration**:

- Collaborate with cross-functional teams, including Product and Engineering, to escalate and resolve more complex issues.
- Share customer feedback and insights with the team to contribute to product improvement.
- ** Customer Satisfaction**:

- Proactively identify opportunities to enhance customer satisfaction.
- Gather and analyze customer feedback to recommend improvements to processes and product features.

**Requirements**:

- Excellent verbal and written communication skills.
- Strong problem-solving and critical-thinking skills.
- Basic understanding of SaaS products and cloud-based technologies.
- Ability to work in a fast-paced environment and adapt to changing priorities.
- Customer-focused mindset with a passion for delivering exceptional service.
- Basic technical proficiency with the ability to learn and understand product functionalities.

**Education and Experience**:

- High school diploma or equivalent required; additional education in a related field is a plus.
- 2-4 Years of prior customer support experience is preferred, especially in a SaaS or technology-related industry.

**Software Proficiency**:

- Familiarity with helpdesk and customer support software.
- Basic understanding of CRM tools and ticketing systems.

**Working Conditions**:

- This position may require occasional evening or weekend work to support customer needs.
- Remote work options may be available based on company policies.

Join us in providing outstanding customer support and contributing to the success of our SaaS product. If you have a passion for customer service and technology, wed love to hear from you

**Benefits**:
**Health Care and Insurance**:

- Medical Insurance for employees and dependents
- Term Insurance for employees

Leaves and Time Off
- Casual Leaves, Earned Leaves
- Parenting Leaves
- Paid Off on Birthday

Perks
- Celebrations on successful project completion
- Annual Outings

Professional Support
- Job Training / Certifications
- Quantum Leap/ Soft Skill Training Sessions
- Hybrid Work Model
- Flexible Working Hours

Stress Buster or Relaxation Activities
- Foosball Table
- Massage Chair

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