Customer Support Specialist

TezMinds Software Pvt. Ltd.; Maharashtra; On-site; INR 300,000 - 600,000; Full time

Job summary

TezMinds Software Pvt. Ltd. in India is seeking a dedicated Customer Support Specialist to provide exceptional support to customers using our SaaS products.

This is a work-from-office role requiring excellent written and verbal English communication and a genuine interest in technology. The successful candidate will take complete ownership of customer issues, follow up proactively, and collaborate with technical and product teams to resolve problems quickly.

Qualifications

• Strong written and spoken English is essential.
• Ability to understand and troubleshoot technical issues in SaaS.
• Customer-first mindset with ownership of issues.
• Willingness to learn and adapt to new features.
• Ability to work under pressure and manage multiple tickets.

Responsibilities

• Provide customer support for SaaS products via email and phone.
• Understand product features and help with questions, issues, and troubleshooting.
• Investigate, troubleshoot, and resolve customer issues promptly.
• Write clear, professional emails to customers.
• Communicate confidently with customers over the phone when needed.
• Take ownership from initial contact to final resolution.
• Proactively follow up with customers to provide updates.
• Collaborate with technical and product teams on complex issues.
• Maintain accurate records of conversations and steps taken.
• Ensure tickets meet turnaround time guidelines.
• Identify recurring issues and report to improve product and experience.
• Handle weekends for urgent/high-priority tickets when required.

Skills

Excellent communication

Problem solving

Ownership mindset

Fast learner

Attention to detail

Job description

We are looking for a hardworking, dedicated, and detail-oriented Customer Support Specialist to join our team and provide exceptional support to customers using our SaaS products.

This is a work-from-office position. We are looking for someone with excellent written and verbal English communication skills, strong problem-solving abilities, and a genuine interest in understanding technology and helping customers.

The ideal candidate takes complete ownership of customer issues, follows up proactively, pays close attention to details, and works diligently to ensure every customer receives a timely and effective resolution.

We are looking for a hardworking, dedicated, and detail-oriented Customer Support Specialist to join our team and provide exceptional support to customers using our SaaS products.

This is a work-from-office position. We are looking for someone with excellent written and verbal English communication skills, strong problem-solving abilities, and a genuine interest in understanding technology and helping customers.

The ideal candidate takes complete ownership of customer issues, follows up proactively, pays close attention to details, and works diligently to ensure every customer receives a timely and effective resolution.

Key Responsibilities

• Provide customer support for our SaaS products, primarily through email and, when required, over the phone.
• Understand the product thoroughly and help customers with product-related questions, technical issues, account-related concerns, and general troubleshooting.
• Investigate, troubleshoot, and resolve customer issues in a timely and professional manner.
• Write clear, professional, and well-structured emails to customers.
• Communicate confidently and professionally with customers over the phone when required.
• Take complete ownership of support tickets from initial contact through final resolution.
• Proactively follow up with customers instead of waiting for them to ask for updates.
• Work closely with technical and product teams to investigate and resolve complex SaaS product issues.
• Maintain accurate records of customer conversations, troubleshooting steps, and resolutions.
• Ensure tickets are resolved within defined turnaround time (TAT) guidelines.
• Identify recurring customer issues and communicate them internally to help improve the product and customer experience.
• Handle urgent or high-priority support tickets during weekends when required.

What We're Looking For

Excellent Communication Skills: Strong written and spoken English is a must. You should be able to explain technical and product-related information clearly and professionally.

SaaS & Technical Aptitude: You should be comfortable working with web-based software and have the ability to quickly understand how a SaaS product works. Prior experience supporting a SaaS or software product is preferred.

Hardworking & Dedicated: We are looking for someone dependable who takes their responsibilities seriously and is willing to put in the effort required to resolve customer issues.

Detail-Oriented: You should carefully read and understand customer queries, investigate issues thoroughly, and avoid overlooking important details.

Ownership & Proactiveness: You should take responsibility for customer issues, proactively follow up, and drive tickets toward resolution without requiring constant supervision.

Quick Learner: Our products and processes will continue to evolve. You should be comfortable learning new product features, tools, and technical concepts quickly.

Logical & Analytical Thinking: Strong troubleshooting and reasoning skills are important for identifying the root cause of customer problems and finding appropriate solutions.

Customer-First Mindset: You should be patient, empathetic, and genuinely interested in helping customers succeed with our products.

Ability to Work Under Pressure: You should be able to prioritize multiple tickets, manage urgent issues, and maintain quality even during busy periods.

Work Details

• Position: Customer Support Specialist
• Product: SaaS / Software Products
• Employment Type: Full-time, Permanent
• Work Mode: Work from Office
• Weekend Availability: Required when necessary for urgent/high-priority customer support
• Industry: IT Services & Consulting
• Department: Customer Success, Service & Operations
• Role Category: Customer Support / Customer Success