Customer Success - Support Professional

K2v2 Technologies; Pune District; On-site; INR 400,000 - 800,000; Full time

Job summary

K2v2 Technologies is seeking a customer-facing SaaS support specialist to be the first contact for inquiries via email, chat, and phone. You will resolve issues promptly, troubleshoot product problems, and log all interactions in the ticketing system, while guiding clients on configuration and best practices to maximize product value.

Collaborate with Product, Engineering, and Sales to escalate critical issues, build and maintain knowledge bases, and proactively follow up to ensure complete

Qualifications

• Experience in a SaaS support role or customer-facing technical support role.
• Strong problem-solving skills with ability to analyze, diagnose, and resolve technical issues.
• Excellent written and verbal communication with a customer-first mindset.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.

Responsibilities

• Act as the first point of contact for customer inquiries via email, chat, and phone.
• Provide prompt and effective resolutions to customer issues with minimal disruption to operations.
• Troubleshoot product issues by reproducing problems, analyzing logs, and escalating complex issues to the technical team when needed.
• Maintain detailed records of customer interactions, issues, and resolutions in the support ticketing system (e.g., Jira, Zendesk, Freshdesk).
• Assist clients with product configuration, feature usage, and best practices to maximize product value.
• Collaborate with Product, Engineering, and Sales to escalate critical issues and contribute to product improvements.
• Develop and maintain knowledge base articles, FAQs, and training resources for self-service support.
• Follow up proactively with clients to ensure issues are fully resolved and expectations are met.
• Participate in team meetings, sharing insights on recurring client concerns to improve product and processes.

Job description

What will you do

• 1. Act as the first point of contact for customer inquiries via email, chat, and phone.
• 2. Provide prompt and effective resolutions to customer issues, ensuring minimal disruption to their business operations.
• 3. Troubleshoot product issues by replicating reported problems, analyzing logs, and escalating complex issues to the technical team when necessary.
• 4. Maintain detailed records of customer interactions, issues, and resolutions in the support ticketing system (e.g., Jira, Zendesk, Freshdesk).
• 5. Assist clients with product configuration, feature usage, and best practices to maximize product value.
• 6. Collaborate with internal teams, including Product, Engineering, and Sales, to **escalate** critical issues and contribute to product improvements.
• 7. Develop and maintain knowledge base articles, FAQs, and training resources to empower clients with self-service solutions.
• 8. Follow up proactively with clients to ensure their issues are fully resolved and they are satisfied with the outcome.
• 9. Participate in team meetings, providing insights on recurring client concerns to improve the product and support processes.

What you should bring to the table

• 1. Previous experience in a SaaS support role or customer-facing technical support role is preferred.
• 2. Strong problem-solving skills with the ability to analyze, diagnose, and resolve technical issues.
• 3. Excellent written and verbal communication skills with a customer first mindset.
• 4. Ability to multitask, prioritize, and manage time effectively in a fast paced environment.

Disclaimer: This job posting and Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.