Technical Support Specialist

Keka Inc.; Bengaluru; Hybrid; INR 600,000 - 900,000; Full time

Benefits offered by this job

Competitive salary + bonuses

Health insurance

Learning & development

Employee assistance program

Inclusive culture

Job summary

ClickPost in Bengaluru is seeking a Technical Support Specialist to handle customer inquiries, resolve technical issues, and ensure a smooth experience for clients. You'll be the first point of contact, providing timely support, troubleshooting APIs, HTML-related issues, and delivering high customer satisfaction.

This role requires basic technical knowledge of APIs, HTML, and common SaaS troubleshooting. You'll work across documentation, playbooks, and cross-functional teams to improve the

Qualifications

• 2+ years in a customer support role, preferably B2B SaaS.
• Technical knowledge of APIs and HTML for troubleshooting.
• Experience assisting API integrations and troubleshooting with customers.
• Ability to explain technical issues clearly to non-technical users.

Responsibilities

• Own: handle customer inquiries via email, chat, and phone with professionalism.
• Diagnose and troubleshoot API integrations and HTML-related issues.
• Assist customers in integrating ClickPost into their systems and provide guidance.
• Document interactions and issues in the CRM for accurate records.

Skills

APIs

HTML

Customer support

Troubleshooting

Tools

Zendesk/Freshdesk

Job description

Job Title : Technical Support Specialist

Department : Customer Experience

Who We Are

Since 2017, ClickPost has been the post-purchase intelligence platform that turns logistics complexity into a competitive advantage for the world's leading retailers, including Walmart, Nykaa, Mars, Adidas, Bluestone, GIVA, Kapiva, and 450+ brands across India, Southeast Asia, the Middle East, and North America. Through a single API, our platform manages tracking, exceptions, and returns across 600+ pre-integrated carriers, with AI allocating every shipment to the optimal carrier and resolving delivery issues before orders fail.

And we're not standing still. We're actively building the agentic layer for post-purchase, from AI voice agents like Parth to a growing suite of agents that resolve delivery exceptions, confirm orders, and recover lost sales. This is real, in-production AI, live with customers today.

We process 50M+ shipments every month, helping brands cut failed deliveries and "where-is-my-order" queries while converting more returns into exchanges.

We're one of the rare companies operating at the intersection of cutting-edge AI, enormous scale, and a brand respected across the global SaaS and e-commerce world. Our core values of transparency, continuous learning, ownership, and speed, plus a team that includes several ex-startup founders, make this a place that's both fast-moving and rich with opportunities to learn. Our vision is to become the global standard for post-purchase intelligence, where logistics complexity never limits a brand's growth.

Role Summary:

As a Customer Support Analyst, you will handle customer inquiries, resolve technical issues, and ensure a smooth experience for our clients. You'll be the first point of contact for customers, providing timely and effective support, troubleshooting technical issues, and delivering a high level of customer satisfaction.

In addition to general support responsibilities, this role requires basic technical knowledge, including understanding APIs, HTML, and common troubleshooting techniques related to SaaS platforms.

Within:

1 month you will be able to:

• Familiarize yourself with ClickPost's product features, customer base, and common challenges faced in post-purchase logistics.
• Gain a strong understanding of ClickPost's support workflows, tools, and communication channels
• Start handling customer inquiries effectively, resolving common issues with minimal supervision, and contributing to a high standard of customer satisfaction.

3 months you will be able to

• Develop expertise in E-commerce, SaaS, and Logistics industry standards, along with the nuances of ClickPost's platform.
• Proactively identify recurring issues and share insights with the product and engineering teams to improve user experience.
• Contribute to optimizing the customer support documentation and support playbooks, ensuring they align with best practices in customer experience.

6 months you will be able to

• Independently handle complex customer issues, including advanced troubleshooting and supporting API integration needs.
• Play a key role in quality initiatives, collaborating with cross-functional teams to enhance the support process and improve CSAT.
• Drive measurable improvements in response times and resolution rates, directly contributing to ClickPost's reputation for excellence in customer support.

Why Join ClickPost's Customer Experience Team?

• ClickPost's CX team stands at the forefront of delivering exceptional support in the post-purchase logistics space. Known for our strong NPS and customer-centric approach, the team has cultivated a brand that is well-regarded in the SaaS and E-commerce domains.
• Working in our CX team means joining a group dedicated to continuous improvement, where your contributions directly enhance the customer experience and drive brand loyalty.

You are someone who we can count on to:

Own:

• Manage customer inquiries through various support channels (email, chat, phone) with professionalism and efficiency.
• Diagnose and troubleshoot customer issues related to the platform, including technical challenges involving APIs, integrations, and basic HTML errors.
• Assist customers in integrating Clickpost's platform into their existing systems, providing expert guidance on API usage and troubleshooting.
• Document and log customer interactions and technical issues in the CRM, ensuring accurate records for future reference.

Learn:

• Develop a deep understanding of our platform's features and capabilities, staying updated on new product releases and updates.
• Gain hands-on experience in diagnosing technical issues and effectively communicating solutions to customers.
• Learn best practices for integrating and optimizing the use of our platform, enhancing your skills in customer support and technical troubleshooting.

Improve:

• Identify and analyze recurring customer issues, providing valuable insights to the product and engineering teams to drive improvements in the overall customer experience.
• Contribute to the creation of support documentation and best practice guidelines, helping to streamline processes and enhance team efficiency.
• Collaborate with cross-functional teams to elevate complex technical issues and ensure timely resolution, fostering a culture of continuous improvement.

What you will need to crack this role:

• 2+ years of experience in a customer support role, preferably in a B2B SaaS environment.
• Technical knowledge of APIs (e.g., ability to help customers with API integration, understanding request/response, and authentication methods).
• Basic understanding of HTML and web technologies to troubleshoot customer interface or integration issues.
• Familiarity with JSON and XML formats is a plus for troubleshooting API-related issues.
• Experience using customer support platforms like Zendesk, Freshdesk, or similar tools.
• Strong problem-solving skills and the ability to communicate complex technical issues to non-technical customers in a clear and concise manner.
• Excellent verbal and written communication skills.
• Ability to multitask and manage time effectively in a fast-paced environment.

We are committed to offering competitive benefits programs for all our employees and enhancing our programs when necessary.

• Competitive salary package with performance-based bonuses
• Comprehensive health insurance coverage for you and your dependents.
• Continuous learning and professional development opportunities.
• Employee assistance program for mental health and well-being support.
• Supportive and inclusive work culture promoting diversity and collaboration.