Customer Support Specialist - Docs and Work Auth
Provides end-to-end support for SaaS customers through email, chat, and video, troubleshooting issues and documenting resolutions. Requires a bachelor's degree, 1–4 years of SaaS support experience, strong communication skills, and availability for night shifts.
About the job
Responsibilities
- Maintain expert product knowledge to provide accurate guidance to customers and colleagues.
- Own customer issues from intake through resolution in a fast-paced environment.
- Respond to customer inquiries through email, chat, and video conferencing.
- Troubleshoot product and service issues, determine root causes, explain solutions, and follow up to confirm resolution.
- Document and track customer interactions, transactions, comments, and complaints in the CRM system.
- Gather customer feedback and share insights with Product and Engineering teams.
- Stay current on company policies, procedures, and product updates.
- Meet schedules and deadlines, including during periods of high demand.
- Deliver exceptional service and maintain customer satisfaction.
Requirements
- Bachelor's degree.
- 1–4 years of customer support experience in a SaaS business.
- Experience troubleshooting SaaS products and solving problems with attention to detail.
- Strong time-management and prioritization skills.
- Excellent written and verbal English communication skills.
- Willingness and ability to work night shifts, including a 6:30 PM–7:00 AM IST window with any 9-hour shift.
Skills
SaaS, Customer Support, Troubleshooting, Problem Solving, CRM, Time Management, Prioritization, Written Communication, Verbal Communication, Product Knowledge
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