Product Support Engineer

3 months ago

Noida, India Saas Labs US Inc. Full time

As a member of the Support organization, your focus is to deliver post-sales support and solutions to our customer base while serving as an advocate for customer needs. This involves resolving post-sales technical concerns regarding the use of and troubleshooting for our product JustCall, Helpwise, etc.

As the primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal SaaS Labs employees on diverse customer situations and escalated issues.


Qualification:
  • Associate or Bachelor’s degree in Information Technology or a related field
  • Minimum of 1-2 years of experience in the IT industry preferably working in a customer-facing role with international customers
Key Responsibilities:
  • Handling complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product-related technical issues experienced by customers
  • Collaborating with fellow support colleagues and other internal organizations to provide superior customer service
  • Acting as a customer advocate by working directly with customers on high-priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements
  • Anticipating customer needs and effectively addressing concerns related to their issue or resolution
  • Providing direct technical assistance to customers via phone, email, chat, and tickets
  • Ensure that the chat and ticket SLAs are honored
  • Proactively identify the cases that require escalation, technically or strategically, and escalate accordingly
Skills: 
  • Hands-on experience in narrowing down the reported problem into accurate issues, and identification of the root cause
  • Proficient in ensuring customer issues are resolved in the most timely and effective manner possible
  • Understanding about CRMs and why businesses use them
  • Past experience of working with CRMs
  • Advanced proficiency in written and spoken English
  • Ability to communicate technical aspects to people with non-IT backgrounds
  • Questioning skills/probing skills, as relevant to the issue
Other essential qualities for this role:
  • High level of empathy for customers
  • Love for being the first line of support and troubleshooting issues
  • Ability to work with cutting-edge technology and assimilate information rapidly
  • Ability to multitask efficiently under time pressure
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
About SaaS Labs

SaaS Labs is a global SaaS company powering Sales and Support teams of over 7000 growing businesses with its software ecosystem focused on automation, productivity, and collaboration. One of the fastest-growing companies in India, SaaS Labs is backed by leading investors such as Peak XV Partners, Base10 Partners, and Eight Roads. Currently, our portfolio of products includes JustCall (Contact Center Software), Helpwise (Shared Inbox), Dialworks (Sales Readiness Platform), EasyCalendar (Scheduling Software), CallPage (Callback Automation), Atolia (Collaborative Workspace), and CallRoot (Call Tracking and Analytics).


SaaS Labs is a diverse international team of passionate problem solvers. With innovation, experimentation, and customer obsession at the heart of its ethos, the company has been honored with 30+ innovation awards including the coveted Deloitte Technology Fast 50 and FT High Growth Companies (Asia Pacific).
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