Customer Support Technician

5 days ago

Remote, India JRNI Full time

**About JRNI Inc.**

JRNI is a leading enterprise SaaS company specializing in customer engagement and appointment scheduling solutions. Our platform helps businesses enhance customer experiences through seamless booking, personalization, and analytics. We are a dynamic, global team committed to delivering best-in-class support and innovation.

**The Role**

As an **L1 Support Engineer**, you will be the first point of contact for our enterprise clients, helping them troubleshoot technical issues, configure their booking systems, and ensure they receive outstanding service. You will work collaboratively with cross-functional teams, including Engineering and Development, to resolve queries efficiently and provide 24/7 support as part of a rotating shift pattern.

**Key Responsibilities**
- Respond to technical queries from customers and prospects with professionalism and efficiency.
- Diagnose and resolve platform issues using a proactive, solution-oriented approach.
- Assist with customer booking system configurations and test changes to the platform.
- Log and track customer queries in **Zendesk** and **JIRA**, ensuring issues are documented and managed effectively.
- Follow up with customers, build rapport, and provide scheduled call-backs when necessary.
- Identify and escalate priority issues, ensuring they reach the appropriate internal teams for resolution.
- Work closely with Engineering, Development, and the global support team to drive issue resolution and continuous improvement.
- Provide 24/7 support on a rotating shift schedule, ensuring our clients always have the assistance they need.

**About You**
- A **strong communicator** who enjoys problem-solving and seeing tasks through to completion.
- Technically minded with experience in troubleshooting **enterprise-level SaaS platforms**.
- A self-starter who can think outside the box to diagnose and resolve issues.
- Adept at building relationships with both customers and internal teams.

**Required Skills & Experience**
- **3+ years of experience** supporting enterprise SaaS clients.
- A **proven track record** of confidently assisting enterprise-level customers.
- **Excellent written and spoken English communication skills.**:

- Ability to develop an **in-depth understanding of a bespoke software product** and familiarity with basic **HTML/CSS or other coding languages**.
- Hands-on experience using **Zendesk, JIRA, or equivalent bug-tracking software**.

If you're a **tech-savvy, customer-focused problem solver** looking for an exciting opportunity in enterprise SaaS support, we'd love to hear from you

Pay: ₹749,100.00 - ₹993,600.00 per year

**Benefits**:

- Health insurance
- Paid time off
- Work from home

Schedule:

- Rotational shift

Supplemental Pay:

- Overtime pay

Work Location: Remote

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