Job Description
Job Responsibilities:
o Triage incoming email tickets by categorizing the issue type, product, urgency and required
customer details.
o Provide prompt and courteous responses to customer inquiries regarding software
functionality, troubleshooting, and general information based on support documentation.
o Diagnose and resolve basic software issues and user errors following established
procedures.
o Escalate complex issues to higher-level support or relevant departments as needed.
o Utilize and maintain up-to-date knowledge of the company's SaaS products and support
documentation.
o Update and document customer interactions, issues, and resolutions in the support ticketing
system.
o Provide weekly reporting highlighting outstanding tickets by solution, urgency and type.
o Meet or exceed performance metrics, including response times, resolution times, and
customer satisfaction scores.
o Participate in regular training and development sessions to enhance support skills and
product knowledge.
o Collaborate with team members and other departments to improve support processes and
customer experience.
o Provide feedback on common issues or trends to help improve the software and support
strategies.
Qualifications Needed:
o High school diploma or equivalent required; Associate’s degree or higher in a related field
preferred.
o Previous experience in customer support or a related role is a plus, especially in a SaaS or
tech environment.
o Strong communication skills, both written and verbal.
o Basic troubleshooting skills and the ability to learn new software quickly.
o Proficiency in using support ticketing systems and CRM tools.
o Excellent problem-solving abilities and a customer-focused mindset.
o Patient, empathetic, and able to handle customer inquiries with professionalism.
o Ability to work independently and as part of a team in a fast-paced environment.
o Strong organizational skills and attention to detail.
* The excellent English communication skills are required to communicate with the US team members.