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Product Support Engineer

1 month ago

Noida, India Saas Labs US Inc. Full time

Join SaaS Labs, where innovation meets excellence SaaS Labs is a global SaaS company powering over 6000 businesses worldwide with its software ecosystem focused on automation, productivity, and collaboration. Backed by leading investors such as Peak XV Partners, Base10 Partners, and Eight Roads, our portfolio includes JustCall, Helpwise, Dialworks, EasyCalendar, CallPage, Atolia, and CallRoot.

As a Product Support Associate, you'll be the first point of contact for customers using JustCall, our cloud-based phone system, and contact center platform that powers businesses across 70 countries. You will dive into their tech issues and resolve their queries and tickets. In short, you'll be the problem-solving pro and product expert they turn to for help via calls, emails, and chats.


Qualification:
  • At least 1 year of support experience (experience in product/application/tech support preferred)
  • Experience with chat, email, and phone support
  • Bachelor's degree in Information Technology, Computer Science, or related fields preferred
  • Experience with ticketing platforms and similar tools like JIRA
Key Responsibilities:
  • Provide technical support to customers via phone, email, and chat.
  • Troubleshoot and resolve the queries/problems customers have with our products or services.
  • Collaborate with cross-functional teams, including Product, Engineering, Sales, and Customer Success, to address customer concerns and escalate critical issues.
  • Share customer feedback with the product team to make our products better.
  • Keep customers updated about their issues and resolution status.
  • Lead live troubleshooting sessions with customers for faster resolution.
  • Ensure SLAs are honored and KPIs are met.
  • Proactively identify and report cases that require escalation.
  • Help improve documentation for internal and external use, including Help Center articles, FAQs, and troubleshooting guides.
  • Continuously capture and share customer feedback to identify trends, patterns, and areas for improvement.
Skills: 
  • Excellent English skills, both written and spoken
  • Enjoy helping people, solving problems, and making conversations
  • Quick learner who loves new tech
  • Can handle multiple tickets and tasks at once
  • High Emotional Quotient, empathetic, and good at understanding others
  • Ability to find and fix issues quickly
  • Knows about CRMs and why they're important
  • Experience using CRMs
  • Can explain tech stuff to non-tech people
  • Good at asking the right questions
Benefits and Perks:
  • Opportunity to work and collaborate with a truly global team spread across 6 countries
  • Routine hackathons and learning boot camps to promote knowledge sharing
  • Comprehensive medical benefits and term insurance

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