Job Title : Technical Support Specialist (Product / SAAS)
Roles and Responsibilities:
Conduct market research on target markets (industries, functions, and/or geographies) including customer challenges, end-user pain points and the typical enterprise landscape.
Interaction with new / existing customers, and third-party system vendors for the purpose of troubleshooting, and resolving client support issues
Project Management – will assist the go live team with new / existing customers, assisting technology education and support. Support of existing customer base for customer satisfaction and receiving customer feedback and enhancement requests, documenting within Zoho CRM/Desk and ticket environment for accurate management and follow up.
Sustain a commitment to excellent customer service and ensure the full potential of the technology is achieved.
Demonstrate strong communication and human relationship skills.
Makes recommendations for improvements in processes
Identify issues, concerns and communicate them to leadership.
Develop options and recommendations to quickly resolve operational problems and questions and minimize
Impact on end-user productivity and overall impact to organization.
Qualifications:
Bachelor Degree
Minimum of 2+ years of customer service and technical support experience
Strong ability in problem solving and troubleshooting with a firm commitment to quality
Experience in logistics IT and/or working for a B2B SaaS startup company are preferred
Ability to query data from Databases like MySQL, MongoDB, BigQuery
Ability to analyse usage data from sources like Mixpanel, Google Analytics
Capable of handling a team of support executives and mentoring them on solutions
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