Customer Support Representative I

Jobgether; India; Remote; INR 420,000 - 540,000; Full time

Benefits offered by this job

Fully remote from India

Global remote-first culture

Exposure to an AI-powered SaaS product

Job summary

Jobgether is seeking a Customer Support Representative I based in India to deliver exceptional support for an AI-powered SaaS platform. You will assist entrepreneurs, agencies, and SMBs via phone, chat, email, and video calls, troubleshooting issues and guiding users through product features.

In this remote-first role, you will document recurring problems, contribute to knowledge resources, and collaborate with cross-functional teams to improve the customer experience.

Qualifications

• 2+ years of experience in technical customer support.
• Experience with SaaS or B2B environments.
• Excellent written and verbal English communication.

Responsibilities

• Deliver exceptional customer support across channels (phone, chat, email, video).
• Investigate and troubleshoot technical issues and reproduce steps as needed.
• Document issues, steps, and resolutions for knowledge base.
• Coordinate with internal teams to resolve complex problems and ensure timely responses.
• Provide feedback for product improvements and participate in testing of new releases.

Skills

Technical support

SaaS

B2B

English communication

Tools

Zendesk

CRM

Job description

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Customer Support Representative I based in India.

As a Customer Support Representative, you will play an essential role in delivering an outstanding customer experience for a rapidly growing, AI-powered business software platform. You will support entrepreneurs, agencies, and small and medium-sized businesses by helping them navigate technical challenges and make the most of the platform's features. Through phone, chat, email, and video calls, you will investigate customer concerns, troubleshoot issues, and provide timely, effective solutions. You will work closely with fellow support professionals and internal technical teams to resolve complex cases and improve product experiences. The role also involves contributing to knowledge-sharing initiatives, documenting recurring issues, and participating in product testing. This is an excellent opportunity for a customer-focused professional with technical aptitude to grow within a collaborative, international, and remote-first environment.

Accountabilities

• Deliver exceptional customer support through clear communication, responsive follow-up, and effective advocacy for customer needs across internal departments.
• Handle customer questions, concerns, and technical inquiries professionally, ensuring timely responses and positive customer relationships.
• Manage multiple customer interactions simultaneously while establishing priorities and communicating expected resolution timelines clearly.
• Provide assistance through various communication channels, including inbound phone calls, live chat, email, and Zoom video calls.
• Remain accessible and available for customer video consultations, using camera-enabled Zoom sessions when necessary to explain solutions and address concerns.
• Receive, document, and manage incident-related information using appropriate support tools, processes, and procedures.
• Investigate technical issues by gathering relevant information, including reproduction steps, system logs, screenshots, and other diagnostic details.
• Troubleshoot a broad range of technical problems involving software functionality, configurations, internet connectivity, hardware, networking, and related technical environments.
• Resolve customer issues independently when possible and collaborate with other support team members and technical departments when additional expertise is required.
• Recommend product improvements and communicate customer enhancement requests to relevant internal teams.
• Contribute to internal and external knowledge resources by documenting recurring issues, suggesting knowledge base articles, and promoting customer self-service.
• Participate in testing new product releases and provide feedback to help improve product functionality and customer experience.
• Apply sound judgment within established policies and procedures while maintaining professionalism in challenging customer interactions.
• Adapt to evolving responsibilities and additional operational requirements as business needs change.

Requirements:

• At least 2 years of previous experience in technical customer support, preferably within a product-based organization or Business-to-Business (B2B) Software-as-a-Service (SaaS) environment.
• Strong technical aptitude, analytical thinking, and troubleshooting capabilities, with the ability to investigate and resolve a variety of software-related issues.
• Experience using customer support ticketing systems and managing customer incidents through structured workflows.
• Familiarity with handling multiple support channels, including inbound phone calls, live chat, and follow-up emails.
• Excellent written and verbal English communication skills, with the ability to explain technical information clearly and professionally.
• Strong customer service orientation and a genuine commitment to delivering helpful, responsive, and solution-focused support.
• Demonstrated ability to remain calm and maintain self-control when handling frustrated customers or stressful situations.
• Excellent organizational and note-taking skills, with the ability to document customer interactions, technical findings, and troubleshooting steps accurately.
• Ability to manage competing priorities, handle multiple customer requests, and communicate realistic expectations regarding resolution times.
• Strong interpersonal and collaboration skills, with the ability to work effectively within a team while also taking ownership of individual responsibilities.
• Adaptability and willingness to learn new technologies, product features, support tools, and troubleshooting techniques.
• A proactive mindset and interest in contributing to knowledge-sharing initiatives, product improvements, and continuous service enhancement.

Benefits:

• Full-time employment opportunity.
• Fully remote working arrangement from India.
• Opportunity to join a global, remote-first organization with more than 2,000 team members across multiple countries.
• Exposure to an innovative, AI-powered SaaS platform serving businesses in more than 150 countries.
• Opportunity to develop technical support expertise across software functionality, integrations, networking, and troubleshooting.
• Collaboration with international support professionals and cross-functional technical teams.
• Continuous learning opportunities through product training, release testing, and knowledge-sharing initiatives.
• Opportunity for professional growth within a rapidly expanding technology environment.
• Experience working with modern customer support tools and large-scale software infrastructure.

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!