- Job Title : Customer Support Specialist- Experience : 2-3Yr- Location : Chennai- Budget: 6LPA Upto- Skills : customer-focused, tech-savvy professional with strong communication, problem-solving, critical thinking, and collaboration skills, ideally with SaaS experience and a passion for learning and supporting users.- Work mode: OnsiteResponsibilities:- Respond to customer inquiries promptly via phone, email, or chat.- Develop in-depth knowledge of the product to assist with technical support and offer consultative guidance.- Investigate and troubleshoot issues by using basic log-checking skills to quickly resolve customer concerns.- Understand and address customer needs, providing guidance on specific product features.- Analyze and document product malfunctions by testing various scenarios or simulating user issues.- Inform customers about new features and enhancements.- Follow up with customers to ensure their technical issues are fully resolved.- Update internal databases with details on technical issues and notable customer interactions.- Collaborate effectively with both internal and external stakeholders.Requirements:- At least 2 years of experience in a customer support role, ideally within a SaaS environment.- Strong interpersonal skills and excellent written and verbal communication abilities.- Able to guide clients on using the application through training sessions and Q&A.- Comfortable collaborating across cross-functional teams to complete tasks.- A quick and passionate learner, with the ability to adapt to evolving product knowledge.- Strong critical thinking skills, with an ability to understand underlying customer concerns.- Excellent problem-solving skills and emotional intelligence (ref:updazz.com)
