Duties & Responsibilities
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Serve as the primary point of contact for customer support inquiries related to SaaS products.
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Troubleshoot technical issues and provide timely resolutions or escalate when necessary.
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Maintain accurate records of customer interactions, feedback, and resolutions.
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Collaborate with product, engineering, and sales teams to resolve client issues efficiently.
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Conduct onboarding sessions and product walk-throughs for new users.
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Identify recurring customer concerns and suggest process or product improvements.
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Track and report service performance metrics to management.
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Ensure customer satisfaction by providing consistent, high-quality support.
Job Profile
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Bachelor’s degree in Business, IT, or a related field preferred.
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2–3 years of experience in SaaS support, helpdesk, or customer success role.
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Strong understanding of SaaS platforms and cloud-based software systems.
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Excellent communication, organizational, and problem-solving skills.
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Experience with support tools like Zendesk, Intercom, or Freshdesk is a plus.