Sr. Support Engineer

1 day ago

Gurgaon, Haryana, India Pals Edutech Full time

We are looking for a highly motivated and customer-focused Sr. Support Engineer (Client Support) to join our team. You will be the first point of contact for our customers, helping them resolve issues, guiding them through our product features, and ensuring a smooth experience throughout their journey. This is a cross-functional role that requires coordination with the Product, Engineering, and Sales teams.

Key Responsibilities:

  • Provide first-level support to clients via email, chat, and phone.
  • Troubleshoot user-reported issues and provide timely resolution or escalate to Level 2/Engineering.
  • Educate customers on product features, updates, and best practices.
  • Monitor and respond to support tickets using a CRM or helpdesk tool (e.g., Zendesk, Freshdesk).
  • Maintain a high level of customer satisfaction by ensuring timely communication and resolution.
  • Log bugs or feature requests and collaborate with the Product team for feedback loops.
  • Prepare and update knowledge base articles, FAQs, and help documentation.
  • Assist with client onboarding and product walkthroughs, if required.
  • Identify recurring customer issues and suggest improvements to the product or processes.

Requirements:

  • 5+ years of experience in a customer support or client-facing role in a tech or SaaS company.
  • Strong communication skills (both written and verbal).
  • Tech-savvy with a quick ability to learn software tools and systems.
  • Ability to understand customer problems and offer logical, empathetic solutions.
  • Familiarity with support tools (e.g., Zendesk, Intercom, Jira, HubSpot).
  • Basic understanding of web technologies (e.g., browsers, APIs, SQL) is a plus.
  • Ability to diagnose and troubleshoot basic technical issues.
  • Familiarity with Remote Desktop access using tool like Team Viewer / Screen Connect.
  • Excellent problem-solving and communication skills.
  • Ability to provide step-by-step technical help, both written and verbal.
  • Ability to work in shifts (if required) or flexible time zones for global clients.

Preferred Qualifications:

  • Bachelors degree in Computer Science, IT, or related field (not mandatory).
  • Exposure to SaaS products, CRM platforms, or ERP systems.
  • Experience working with ticketing systems, documentation platforms, or knowledge bases.
  • Multi-language support skills (if dealing with global clients).

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