Senior Customer Support Specialist

Apport Software Solutions Private Limited; Mumbai City; On-site; INR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Competitive salary and benefits package

Opportunities for professional growth

Dynamic and supportive work environment

Job summary

A leading software solutions company in Mumbai is seeking a Senior Customer Support Specialist. This role involves providing advanced technical support for SaaS platforms, ensuring customer satisfaction, and mentoring junior team members. Ideal candidates will have a strong technical background and a minimum of 5 years’ experience in a similar role, along with excellent problem-solving skills.

Qualifications

• 5+ years in technical support within SaaS.
• Strong understanding of software, databases, and cloud technologies.
• Ability to work in a fast-paced startup environment.

Responsibilities

• Provide advanced technical support to customers via phone, email, or chat.
• Diagnose and troubleshoot complex software issues.
• Collaborate with development to report product bugs.

Skills

Problem Solving

Communication

Customer Service

Technical Expertise

Education

Bachelor’s degree in Computer Science

Master’s degree (preferred)

Tools

Ticketing Software

Chat Software

Job description

We are seeking a Senior Customer Support Specialist with a strong background in computer science or computer engineering. The ideal candidate will have extensive experience in technical support, a deep understanding of SaaS platforms, and the ability to provide solutions to complex technical issues. You will play a crucial role in maintaining the highest level of customer satisfaction through expert resolution of technical queries and issues.

Responsibilities

• Provide advanced technical support to customers via phone, email, or chat.
• Diagnose and troubleshoot complex software issues with a focus on rapid resolution.
• Stay abreast of product updates and changes, ensuring accurate and timely information is provided to customers.
• Collaborate with the development team to report and resolve product bugs and malfunctions.
• Develop and maintain in-depth product knowledge and expertise.
• Create and update technical documentation and user guides.
• Conduct product training sessions for customers and internal teams as needed.
• Monitor and analyze trends in customer issues to provide feedback to the product and engineering teams.
• Lead and mentor junior technical support team members.

Requirements

• Bachelor’s degree in Computer Science, Computer Engineering, or a related field; Master’s degree preferred.
• Minimum of 5 years of experience in technical support, ideally in a SaaS environment.
• Strong problem-solving skills and ability to handle complex technical queries.
• Excellent communication and customer service skills.
• Deep understanding of software, databases, and cloud technologies.
• Proficiency in ticketing, chat software.
• Ability to work independently and in a fast-paced startup environment.

What we offer

• A competitive salary and benefits package.
• Opportunities for professional growth and advancement.
• A dynamic, creative, and supportive work environment.