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Product Support Associate [Hiring Drive]

Saas Labs

Saas Labs

Product, Customer Service
Noida, Uttar Pradesh, India
Posted on Saturday, June 1, 2024

Are you a Product Support champion ready to redefine excellence in global support? If so, we'd love to meet you at our Noida office on June 21st. But first, take a moment to go through the interview process and job description below.

Interview Process:
Step 1: Express your interest by submitting your application through this link. Please note that only candidates who meet the eligibility criteria will be contacted.

Step 2: Complete the online assessment, which will be shared with you via email.

Step 3: If you successfully pass the online assessment, attend the in-person interviews at our Noida office on June 21st.

About the role:

Your role in our Support squad is crucial. As a Product Support Associate, you'll be the first point of contact for customers using JustCall, our cloud-based phone system, and contact center platform that powers businesses across 70 countries. You will dive into their tech issues and resolve their queries and tickets. In short, you'll be the problem-solving pro and product expert they turn to for help via calls, emails, and chats.

  • At least 1 year of support experience (experience in product/application/tech support preferred)
  • Experience with chat, email, and phone support
  • Bachelor's degree in Information Technology, Computer Science, or related fields preferred
  • Experience with ticketing platforms and similar tools like JIRA
Key Responsibilities:
  • Provide technical support to customers via phone, email, and chat.
  • Troubleshoot and resolve the queries/problems customers have with our products or services.
  • Collaborate with cross-functional teams, including Product, Engineering, Sales, and Customer Success, to address customer concerns and escalate critical issues.
  • Share customer feedback with the product team to make our products better.
  • Keep customers updated about their issues and resolution status.
  • Lead live troubleshooting sessions with customers for faster resolution.
  • Ensure SLAs are honored and KPIs are met.
  • Proactively identify and report cases that require escalation.
  • Help improve documentation for internal and external use, including Help Center articles, FAQs, and troubleshooting guides
  • Continuously capture and share customer feedback to identify trends, patterns, and areas for improvement.
  • Excellent English skills, both written and spoken
  • Enjoy helping people, solving problems, and making conversations
  • Quick learner who loves new tech
  • Can handle multiple tickets and tasks at once
  • High Emotional Quotient, empathetic, and good at understanding others
  • Ability to find and fix issues quickly
  • Knows about CRMs and why they're important
  • Experience using CRMs
  • Can explain tech stuff to non-tech people
  • Good at asking the right questions
Benefits and Perks:
  • Opportunity to work and collaborate with a truly global team spread across 6 countries
  • Routine hackathons and learning boot camps to promote knowledge-sharing
  • Comprehensive medical benefits and term insurance
About SaaS Labs:

SaaS Labs is a global SaaS company powering Sales and Support teams of over 7000 growing businesses with its software ecosystem focused on automation, productivity, and collaboration. One of the fastest-growing companies in India, SaaS Labs is backed by leading investors such as Peak XV Partners, Base10 Partners, and Eight Roads. Currently, our portfolio of products includes JustCall (Contact Center Software), Helpwise (Shared Inbox), Dialworks (Sales Readiness Platform), EasyCalendar (Scheduling Software), CallPage (Callback Automation), Atolia (Collaborative Workspace), and CallRoot (Call Tracking and Analytics).

SaaS Labs is a diverse international team of passionate problem solvers. With innovation, experimentation, and customer obsession at the heart of its ethos, the company has been honored with 30+ innovation awards including the coveted Deloitte Technology Fast 50 and FT High Growth Companies (Asia Pacific).

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