Customer Service Representative

2 days ago

Chandigarh Chandigarh, India SDP Labs Full time

**About the Role**

As an Experienced Customer Advocate, you’ll be the go-to person for guiding, assisting, and supporting our clients throughout their product journey. This role demands a deeper understanding of customer engagement, product behavior, and proactive support. You will work closely with trial users, paid customers, and internal teams to enhance product adoption, resolve complex queries, and ensure a delightful customer experience.

**Your Role**:

- Provide high-impact product demos for trial users, teams, and clients to help them see the real value in ProofHub.
- Provide tier-1 and tier-2 level support, helping customers troubleshoot more complex use-cases and configuration issues.
- Analyze usage patterns of trial and paid users to identify pain points, and proactively reach out with personalized suggestions.
- Collaborate with the product, development, and QA teams to escalate bugs or feature requests backed by customer feedback.
- Assist in building and maintaining internal knowledge bases and help with documentation.
- Conduct onboarding walkthroughs, and client success check-ins.
- Contribute to the continuous improvement of customer success processes, support documentation, and customer education material.
- Identify trends from support queries and suggest changes to improve user experience and product adoption.

**Must Have**
- 2-3 years of experience, including both spoken and written communication.
- In-depth product and system understanding.
- Analytical and logical thinking.

**Good to Have**
- Experience in the SaaS industry.
- Exposure to international client handling.
- Some understanding of backend processes, APIs, or how SaaS architecture works.

**Why ProofHub?**
- Product-based (SaaS) company.
- Continuous learning and growth.
- No Bond/Service Agreement at the time of joining.
- Good Work-life balance.
- Regular events/celebrations.
- Health insurance.
- Rewards and recognition.

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

Pay: ₹15,000.00 - ₹30,000.00 per month

**Benefits**:

- Health insurance

Schedule:

- Monday to Friday
- Rotational shift

Ability to commute/relocate:

- Chandigarh, Chandigarh: Reliably commute or planning to relocate before starting work (preferred)

**Experience**:

- Technical support: 2 years (preferred)
- International client handling: 2 years (preferred)

**Location**:

- Chandigarh, Chandigarh (preferred)

Work Location: In person

**Speak with the employer**
+91 7888879464

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