Responsibilities:

•Become a product expert and the go-to resource for in-depth knowledge of how our product functions.

•Handle customer inquiries, including tickets, queries, and calls, providing timely and appropriate solutions.

•Collaborate with the engineering team to identify and resolve bugs proactively before they affect customers.

•Set clear goals and work towards minimizing escalations.

•Follow established processes for escalating unresolved issues to the appropriate internal teams.

•Identify opportunities for process improvements to enhance customer service quality.

•Follow up with clients to ensure their issues are fully resolved and satisfaction is achieved.

We are looking for:

•1-3 years of experience in a Technical Customer Support or customer-facing role. Proficiency in SQL queries.

•Familiarity with network logs and Postman API.

•Willingness to work night shifts (6 PM to 3 AM IST) and/or weekends as required.

•Strong attention to detail and excellent problem-solving abilities.

•Outstanding written, verbal, and interpersonal communication skills.

•Experience in SaaS or tech startups is a plus.

•A collaborative team player, eager to support colleagues, share knowledge, and step in for others when needed.

•Ability to thrive in a fast-paced, ever-evolving technical environment.

•A self-starter who actively seeks challenges and growth opportunities.