Technical Support Specialist (Remote)

PurpleRain; Bengaluru; Remote; INR 500,000 - 800,000; Full time

Job summary

A growing SaaS company in India is seeking a Technical Support Specialist to provide round-the-clock support operations. The role requires superb communication skills, tech-savviness, and the ability to operate independently. Candidates should have previous experience in a customer-facing role and a proactive mindset. Join us in creating exceptional customer experiences by assisting our users with live chat, phone, and ticket support.

Qualifications

• Self-motivated and proactive mindset.
• Remote work experience is considered an asset.
• Quiet home office with fast internet.
• Prior experience in a customer-facing role.

Responsibilities

• Answer incoming phone calls from customers to offer support.
• Answer support tickets to help customers.
• On-board and set up new accounts.
• Monitor accounts for churn signals.
• Advocate for customers' requests across the company.
• Educate about new feature releases.
• Contribute to the Help Center.
• Implement best practices.

Skills

Patient

Empathetic

Good sense of humor

Superb written and verbal skills

Tech savvy

Tools

Zendesk

Monday

Job description

We’re looking for a Technical support specialist to join our team to cover our round the clock support operations.

Who Is PurpleRain

We’re a simple, communication and sales enablement platform for teams

We’re a bootstrapped, profitable company started back in April of 2009

We’re a remote company with globally distributed team

We don’t just claim to be customer‑centric - we live it

We build awesome SaaS products that helps our customers increase conversion, drive revenue growth and improve customer experience.

Why Work Here?

We’re a young, ambitious company who only answers to our customers

Opportunity to have a big impact on our growth and your career

No red tape or pointless meetings

This Role Is For You If…

You would describe yourself as patient, empathetic and having a good sense of humor

You’re independent, self‑motivated and can stay efficient and productive without someone looking over your shoulder all day long

Superb written and verbal skills (with a professional yet fun demeanor).

You consider yourself tech savvy and efficient with SaaS application

• Provide real time live chat, ticket based and voice support
• Ondemand demo and remote support for troubleshooting

Your qualifications:

• Self motivated and proactive mindset.
• Remote work experience is considered an asset.
• Based anywhere in the world, quiet home office with fast internet.
• Prior experience in a customer‑facing role (Support, Success, Account Management, or Sales).

Your responsibilities will include:

• Answering incoming phone calls from customers to offer support
• Answering support tickets to help customers and free trials (we use Zendesk)
• On‑boarding and setting up new accounts and winning them over from the get‑go.
• Monitoring accounts to ensure that our customers are thrilled, and looking out for (and addressing) warning signs of churn.
• Advocating customers’ requests and needs across the entire company (we use Monday)
• Educating about newly released features and functionality.
• Contributing to our Help Center (help.limecall.com)
• Continuous learning and love to implement best practices

30 Day Targets:

• Learn the PurpleRain software & product offerings to be effective in the position
• Complete all position specific on‑boarding tasks, setup, and initial training
• Virtually meet all PurpleRain employees

60 Day Targets:

• Actively work in the ticket queue on a daily basis
• Answer incoming calls and complete 10 training calls
• Onboard 10/new trials a week

90 Day Targets:

• Meet or exceed KPI expectations
• Contribute at least 3 documents to the Help Center
• Contribute at least 1 product pitch

KPI’s:

• Average Rating per ticket
• Trial Onboarding Rate
• Average Tickets Per Day (conversations)

If this sounds like a great fit we would love to hear from you.