Customer support Specialist

Job Title : Customer Support Specialist

Experience : 2-3Yr

Location : Chennai

Budget: 6LPA Upto

Skills : customer-focused, tech-savvy professional with strong communication, problem-solving, critical thinking, and collaboration skills, ideally with SaaS experience and a passion for learning and supporting users.

Work mode: Onsite

Responsibilities:

• Respond to customer inquiries promptly via phone, email, or chat.
• Develop in-depth knowledge of the product to assist with technical support and offer consultative guidance.
• Investigate and troubleshoot issues by using basic log-checking skills to quickly resolve customer concerns.
• Understand and address customer needs, providing guidance on specific product features.
• Analyze and document product malfunctions by testing various scenarios or simulating user issues.
• Inform customers about new features and enhancements.
• Follow up with customers to ensure their technical issues are fully resolved.
• Update internal databases with details on technical issues and notable customer interactions.
• Collaborate effectively with both internal and external stakeholders.
  

Requirements:

• At least 2 years of experience in a customer support role, ideally within a SaaS environment.
• Strong interpersonal skills and excellent written and verbal communication abilities.
• Able to guide clients on using the application through training sessions and Q&A.
• Comfortable collaborating across cross-functional teams to complete tasks.
• A quick and passionate learner, with the ability to adapt to evolving product knowledge.
• Strong critical thinking skills, with an ability to understand underlying customer
  

• Excellent problem-solving skills and emotional intelligence