Customer Support

Saasflair Technologies Private Limited; Bengaluru, Patna; On-site; INR 400,000 - 700,000; Full time

Job summary

Saasflair Technologies Private Limited is seeking a Customer Support Specialist to help customers resolve issues with clear, empathetic communication. You will investigate questions, document context, and escalate when needed while using AI-assisted tools to draft accurate responses.

Ideal candidates will have strong written English, patience, and problem-solving skills, with experience supporting digital platforms or SaaS products.

Qualifications

• Excellent written and verbal communication, with clear, concise language.

Responsibilities

• Respond to customer questions and problems through provided support channels using clear, accurate, and empathetic communication.
• Investigate account, listing, order, booking, payment-status, or platform-usage questions within your access and documented procedures.
• Ask focused questions, reproduce issues when possible, and distinguish between how-to, policy, operational blocker, and product defect.
• Record the issue, context, actions, and next owner in the support system for seamless handoff.
• Handle difficult customers calmly, set realistic expectations, and escalate when needed.
• Use support tools and AI assistance to search knowledge, draft responses, and organize information; check accuracy and tone.
• Protect customer information by following access rules and sharing only necessary data.
• Identify recurring issues and contribute updates to knowledge bases and product feedback.

Skills

Excellent written & verbal comms

Patience with problem-solving

Practical troubleshooting

AI-assisted support usage

Job description

Resolve customer problems with patience, clear writing, sound judgement, and careful use of support tools and AI assistance.

Customer Support is accountable for helping people get a real problem resolved, not simply replying quickly or closing a ticket. You will understand the issue, explain the next step clearly, keep accurate records, and involve the right team when a problem needs escalation. Good support combines patience with judgement: be respectful under pressure without making promises you cannot keep.

What you will do

• Respond to customer questions and problems through the support channels provided by the team, using clear, accurate, and appropriately empathetic communication.
• Investigate account, listing, order, booking, payment-status, or platform-usage questions within your access and documented procedures.
• Ask focused questions, reproduce issues where possible, and distinguish between a how-to question, a policy decision, an operational blocker, and a potential product defect.
• Record the issue, relevant context, actions taken, and next owner in the support system so another team member can continue without starting over.
• Handle frustrated or difficult customers calmly. Set realistic expectations, explain limits directly, and elevate threats, sensitive matters, or unresolved cases through the correct path.
• Use support tools and AI assistance to search knowledge, draft or summarise responses, and organise information. Check every output for accuracy and tone before sending it.
• Protect customer information by following access rules and sharing only the information needed to resolve the case.
• Identify repeated issues and contribute useful updates to help articles, saved replies, internal notes, and product feedback.

What you need

These are the core capabilities for this role, not a wishlist of unrelated skills.

• Excellent written and verbal communication, including strong written English and the ability to explain a process without vague or confusing language.
• Patience without passivity: you remain respectful while asking necessary questions, setting boundaries, and moving the issue toward resolution.
• Practical problem-solving. You can separate symptoms from likely causes, check relevant details, and explain what is known versus what still needs investigation.
• Ability to handle unhappy or demanding customers without becoming defensive, overpromising, or abandoning the documented process.
• Comfort learning support software, CRM systems, ticketing tools, knowledge bases, and internal escalation workflows.
• Willingness to use AI assistance responsibly while checking facts, protecting personal information, and retaining accountability for the final response.
• Reliable record keeping, attention to detail, and willingness to own an issue until it has a clear resolution or handoff.

Helpful, but not essential

• Experience supporting users of a digital platform, marketplace, booking service, online store, or SaaS product.
• Experience writing help articles, maintaining saved replies, documenting recurring issues, or reporting product bugs.
• Examples of resolving a difficult customer issue through careful investigation and communication.