Customer Support

ZONO Tradetech Private Limited; Hyderabad; On-site; INR 400,000 - 700,000; Full time

Benefits offered by this job

Health and wellness benefits

Performance-based rewards

Exposure to product thinking

Job summary

ZONO Tradetech Private Limited in Hyderabad is seeking a Customer Product Support Executive who will serve as the first line of support for customers. You will assist clients with troubleshooting and navigating our SaaS platform, ensuring satisfaction.

The ideal candidate will have 1-4 years of relevant experience, strong communication skills, and a proficiency in the Hindi language. Benefits include a competitive salary and a collaborative work culture.

Qualifications

• 1-4 years of experience in Customer Support for a SaaS company.
• Strong analytical abilities and problem-solving skills.
• Ability to multi-task and manage priorities effectively.

Responsibilities

• Provide product support via email, chat, and calls.
• Troubleshoot customer issues and escalate bugs as needed.
• Create and maintain knowledge base articles and FAQs.

Skills

Customer Support experience

SaaS platform understanding

Excellent communication skills

Problem-solving skills

Hands-on experience with support tools

Hindi language proficiency

Tools

Freshdesk

Zendesk

Intercom

Job description

About ZoTok.ai

AtZoTok, we’re building intelligent, scalable solutions that empower businesses to operate smarter. As a growing SaaS company, we value people who are self-driven, empathetic, and customer obsessed. Our team thrives on innovation, collaboration, and a strong sense of ownership.

Job Overview

We are looking for a dynamic and customer-focused Customer Product Support Executive to join our team in Hyderabad. In this role, you’ll be the first line of support for our customers, helping them troubleshoot, understand, and navigate our SaaS platform efficiently. You will work closely with our Product, Tech, and Customer Success teams to ensure customer satisfaction and continuous product improvement.

Key Responsibilities

• Provide timely and effective product support to users via email, chat, and calls.
• Troubleshoot and resolve custom er issues by replicating problems, escalating bugs, and tracking closure.
• Act as the bridge between customers and internal teams, relaying feedback and suggesting enhancements.
• Create and maintain knowledge base articles, FAQs, and how-to guides.
• Educate customers on new features and best practices to enhance their product experience.
• Monitor recurring support patterns and proactively raise improvement suggestions.
• Participate in product QA and beta testing, providing customer perspective feedback.

Qualifications

• 1–4 years of experience in Customer Support or Technical Support in a SaaS product company.
• Strong understanding of how SaaS platforms work (B2B preferred).
• Excellent communication skills – both written and verbal.
• Strong problem-solving and analytical abilities.
• Hands‑on experience with support tools like Freshdesk, Zendesk, Intercom, or similar platforms.
• Comfortable working in a fast‑paced, cross‑functional startup environment.
• Ability to multi‑task and manage priorities effectively.
• Hindi language is a must.

Preferred Skills (Good to Have)

• Familiarity with tools like JIRA, Confluence, or Notion.
• Basic understanding of APIs or SQL for issue troubleshooting.
• Exposure to product walkthrough tools or customer onboarding.

What We Offer

• Opportunity to work with a high‑growth SaaS company.
• Collaborative and transparent work culture.
• Competitive salary and performance‑based rewards.
• Health and wellness benefits.
• Exposure to product thinking and innovation from the ground up.