Customer Support Specialist

Assetcues; Pune District; On-site; INR 400,000 - 600,000; Full time

Job summary

A technology company in India is seeking a Customer Issue Resolution specialist. This role is essential for responding to customer queries and troubleshooting issues related to web and mobile applications. Candidates should have 1–3 years of experience in a software support role and possess strong communication and analytical skills. Collaboration with various teams to enhance customer satisfaction and support documentation is key. This position provides a great opportunity to engage with cutting-edge technology in a fast-paced environment.

Qualifications

• 1–3 years of experience in a software support role.
• Comfortable working in an agile, fast‑moving environment.
• Bonus: Experience with APIs, SQL, or asset management systems.

Responsibilities

• Respond to customer queries via email, chat, or phone in a timely and professional manner.
• Investigate, troubleshoot, and resolve issues with web and mobile applications.
• Create and maintain support documentation, FAQs, and user guides.
• Deliver onboarding assistance and how-to guidance for new customers.
• Tag and classify issues to identify common trends.

Skills

Strong communication skills—both verbal and written

Good problem‑solving and analytical abilities

Familiarity with SaaS platforms, mobile apps, and cloud technologies

Hands‑on experience with Jira, ticketing tools

QA/testing mindset

Tools

Jira

ticketing tools

Job description

Customer Issue Resolution

• Respond to customer queries via email, chat, or phone in a timely and professional manner
• Investigate, troubleshoot, and resolve issues related to our web and mobile applications with the help of the team. So for this one may require to collaborate with Engineering team, QA team, Product team, Sales team and organisation’s onsite team.
• Escalate complex issues to the technical support or product teams when needed

Knowledge & Documentation

• Create and maintain support documentation, FAQs, and user guides
• Contribute to the internal knowledge base to improve support efficiency

Customer Engagement & Communication

• Deliver onboarding assistance and how-to guidance for new customers
• Follow up on open issues to ensure resolution and customer satisfaction
• Collect customer feedback and pass on insights to the Product and QA teams

Support Metrics & Reporting

• Tag and classify issues to help identify common trends and product improvement areas

Eligibility Criteria

Experience & Skills

Expected Qualifications and Skill Set

• 1–3 years of experience in a software support role
• Strong communication skills—both verbal and written
• Hands‑on experience with Jira, ticketing tools
• Familiarity with SaaS platforms, mobile apps, and cloud technologies
• Good problem‑solving and analytical abilities
• Comfortable working in an agile, fast‑moving environment
• QA/testing mindset: Spot patterns in user issues that could indicate bugs.
• Bonus: Experience with APIs, SQL, or asset management systems.

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