SaaS Application Support Analyst

Accelon Inc.; India; A distancia; INR 600.000 - 900.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Healthcare Coverage

Work-Life Balance

Healthy Work Culture

Provident Fund & Gratuity

Descripción de la vacante

Accelon Inc. in India is seeking a Technical Customer Support specialist for a B2B SaaS product. You will own customer cases from intake through resolution, troubleshoot using live chat and ticketing tools, and communicate clear, actionable steps.

The role emphasizes analytical problem solving, documentation, and collaboration with distributed teams. We offer healthcare coverage, work-life balance, and a supportive culture.

Formación

• 2+ years of technical customer support experience, preferably for a B2B SaaS product.
• Own customer cases from intake to resolution independently.
• Strong analytical and problem-solving skills with a methodical approach.
• Ability to gather technical evidence and write clear escalations.
• Excellent written and verbal communication, able to explain technical concepts to non-technical customers.
• Strong documentation and organizational skills.
• Experience using Zendesk or Intercom.

Responsabilidades

• Resolve customer issues through live chat and ticketing platforms, including Zendesk and Intercom.
• Reproduce reported problems and gather relevant details, including reproduction steps, error messages, screenshots, logs, account information, and environment details.
• Provide customers with structured troubleshooting instructions, appropriate workarounds, and clear next steps.
• Own cases through the complete resolution cycle and confirm that the customer can successfully complete the intended task.
• Prioritize cases based on customer impact, urgency, and applicable service-level expectations.
• Recognize when an issue requires Level III, Product, or Engineering involvement.
• Produce complete escalations documenting business impact, expected and actual behavior, reproduction steps, troubleshooting completed, and supporting evidence.
• Maintain accurate ticket notes, categorization, ownership, and resolution documentation.
• Write and update knowledge-base articles, troubleshooting guides, FAQs, and internal support documentation.
• Identify recurring customer issues and share meaningful patterns with senior support specialists and internal teams.
• Follow all security, privacy, access, and customer-data handling requirements.

Conocimientos

Technical support

B2B SaaS

Zendesk

Intercom

Troubleshooting

Case ownership

Written communication

Collaboration

Herramientas

Zendesk

Intercom

Descripción del empleo

• Resolve customer issues through live chat and ticketing platforms, including Zendesk and Intercom.
• Reproduce reported problems and gather relevant details, including reproduction steps, error messages, screenshots, logs, account information, and environment details.
• Provide customers with structured troubleshooting instructions, appropriate workarounds, and clear next steps.
• Own cases through the complete resolution cycle and confirm that the customer can successfully complete the intended task.
• Prioritize cases based on customer impact, urgency, and applicable service-level expectations.
• Recognize when an issue requires Level III, Product, or Engineering involvement.
• Produce complete escalations documenting business impact, expected and actual behavior, reproduction steps, troubleshooting completed, and supporting evidence.
• Maintain accurate ticket notes, categorization, ownership, and resolution documentation.
• Write and update knowledge-base articles, troubleshooting guides, FAQs, and internal support documentation.
• Identify recurring customer issues and share meaningful patterns with senior support specialists and internal teams.
• Follow all security, privacy, access, and customer-data handling requirements.

Requirements

Must-Have:

• 2+ years of relevant experience in technical customer support, preferably supporting a B2B SaaS product.
• Experience independently owning customer cases from intake through resolution.
• Strong analytical and problem-solving skills, with a methodical approach to investigating issues.
• Ability to gather technical evidence and create clear, actionable escalations.
• Excellent written and verbal communication, including the ability to explain technical concepts to non-technical customers.
• Strong case-management, documentation, and organizational skills.
• Experience using Zendesk, Intercom, or comparable support platforms.
• Ability to work independently while collaborating effectively with distributed teams.
• Commitment to continuous learning and support-process improvement.

Nice-to-Have:

• Integrations & APIs: Experience troubleshooting SaaS integrations, APIs, logs, or data-synchronization issues.
• Customer Background: Experience supporting enterprise or operational-software customers.
• Domain Knowledge: Familiarity with maintenance, manufacturing, facilities, or asset-management workflows.

Why Join Us

Accelon Consulting is a global workforce solutions partner and AI enablement leader, but above all, we are a people-first organization. Our dual commitment is simple: advancing careers and enabling organizations to thrive in a connected, intelligent future. Our culture is built on respect, transparency, and long-term growth, offering opportunities to work on high-impact projects with leading global enterprises. At Accelon, people are supported, achievements are recognized, and careers are built with purpose. To learn more about our culture and what it’s like to be part of our team, visit the Life at Accelon section on our website.

We Offer:

• Healthcare Coverage – available for you and your immediate family.
• Work-Life Balance – flexible work arrangements and realistic workloads to support employee well-being.
• Healthy Work Culture – a collaborative, respectful, and growth-oriented work environment.
• Provident Fund & Gratuity – benefits provided in accordance with applicable statutory requirements.